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Holafly

Service Desk Agent

Holafly

Service Desk Agent providing clear, fast IT support across Europe at Holafly. Responsible for diagnosing technical issues and documenting solutions while ensuring user connectivity.

Posted 7/27/2026full-timeRemote • 🇪🇸 SpainJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in diagnosing and resolving technical issues across various operating systems, while ensuring effective communication and documentation for seamless team collaboration. Proficient in optimizing workflows and driving continuous improvement in technical support environments.

Highest-signal resume keywords
Technical Support ExperienceChromeOS ProficiencyBilingual Communication (Spanish and English)Jira Service ManagementDocumentation in Confluence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportOperating Systems (ChromeOS, macOS, Linux, iOS, Android)TroubleshootingIncident ManagementAutomation Solutions
Soft Skills
Clear CommunicationCollaborationProblem-SolvingPatienceAdaptability
Tools & Technologies
Jira Service ManagementConfluence
Industry Keywords
Service Level Agreements (SLAs)Technical DebtUser Self-ServiceShift HandoverFast-Paced Environments

Tech Stack

Tools & technologies
AndroidiOSLinuxMacOS

About the role

Key responsibilities & impact
  • Diagnose and resolve technical issues across software, business applications, and operating systems with patience, velocity, and absolute clarity.
  • Own and optimize ticket workflows within Jira Service Management, ensuring strict alignment with established Service Level Agreements (SLAs) and setting the benchmark for the global team.
  • Act as the knowledge hub, heavily documenting troubleshooting procedures, solutions, and processes in Confluence to empower user self-service and ensure a smooth handover to the LATAM and ASIA shifts.
  • Drive platform hygiene and continuous improvement by identifying recurring incident patterns, minimizing technical debt, and proposing automation or preventive solutions.
  • Collaborate fearlessly across teams to translate complex technical infrastructure into clear solutions for non-technical stakeholders.
  • Ensure seamless shift handovers, proactively structuring and updating pending documentation and critical tickets so the LATAM and ASIA teams can continue operating without friction.

Requirements

What you’ll need
  • 1–2 years of proven experience in technical support, IT service desk, or customer-facing technology roles within fast-paced or scale-up environments.
  • Solid technical foundation in ChromeOS, macOS, Linux, iOS, and Android operating systems.
  • Bilingual proficiency in both Spanish and English (C1 level minimum) with exceptional written and verbal communication skills.
  • Degree in Computer Science, Systems Engineering, or a related technical discipline (or equivalent practical experience).

Benefits

Comp & perks
  • Professional development opportunities
  • Flexible working hours