IT HelpDesk Assistant

BNZSA is a B2B marketing agency, specialized in the IT industry.

Founded by a Dutch veteran of the telemarketing industry, our mission is to change the Telemarketing sector for good.

Founded in 2013 in a garage in France, BNZSA moved to the south of Madrid the year after. In 8 years, we have grown from 3 to more than 350 employees in Spain of 45 different nationalities.

We are looking for a IT HelpDesk Assistant to join our IT Department. The hire will be responsible for providing user support and customer service on company-supported computer applications and platforms. The hire will be troubleshooting problems and advising BNZSA’s internal clients on the appropriate action.

On top of that, the role will entail maintaining, upgrading, and managing BNZSA’s software, hardware, and networks.

Essential Functions and Responsibilities

  • Serving as the first point of contact for users and customers seeking technical assistance in person, via phone, chat, or email
  • Performing troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by users/customers
  • Installing and configuring software, hardware, and networks
  • Monitoring system performance and troubleshooting issues
  • Ensuring security and efficiency of IT infrastructure
  • Respond to requests for technical assistance in person, via phone, chat or email
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Follow up with customers and users to ensure complete resolution of issues
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Configure and maintain the networked computer system, including hardware, system software, and applications
  • Monitor performance and maintain systems according to requirements
  • Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
  • Set up accounts and workstations
  • Ensure security through access controls, backups, and firewalls
  • Write / update technical documentation, manuals, and IT policies

Requirements - Knowledge, Skills, and Abilities:

  • Proficiency in Spanish and English. French preferred but not required
  • Familiarity with various computer systems, operating systems, and platforms
  • Resourcefulness and problem-solving aptitude
  • Excellent communication and interpersonal skills
  • Ability to prioritize a wide range of workloads with critical deadlines.
  • Availability to work in shifts
  • Availability outside of working hours to resolve emergency issues promptly
  • Excellent critical thinking and problem-solving skills
  • Patient and professional demeanor, with a can-do attitude
  • BSc/Ba in Information Technology, Computer Science or a related discipline; professional certification (e.g. Microsoft Certified Systems Administrator (MCSA)) is a plus


You are tech savvy with can-do attitude and excellent critical thinking and problem-solving skills. You are flexible and able to adapt to change quickly.

Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users.

Your goal will be to ensure that our technology infrastructure runs smoothly and efficiently.

Other Requirements:

  • Ability to work legally in Spain
  • Place of residence must be located in the Comunidad de Madrid
  • Ability to commute to the office every day (Monday-Friday)

Working Timetable


Monday to Friday:

Morning or afernoon shift
(exact hours to be determined)

What we offer


  • Permanent contract (2 month probation)
  • IT Equipment provided by the company
  • Internal training provided by the company
  • Good working atmosphere – people from all over the world
  • Free language courses: English, Spanish, French
  • Free cooking, Yoga, and fitness courses + access to company physiotherapist
  • Free breakfast before work
  • Barbecue on Friday afternoon



21.000€ – 24.000€ /year

Apply for this position

Thank you for your application

If you are selected for an interview, you can expect a phone call from our Human Resources staff shortly.