IT Support Analyst - Permanent - Madrid, Spain

A fantastic opportunity has arisen for an IT Support Analyst to join our Madrid based global law firm on a permanent basis.

Key Responsibilities

• Diagnosing, troubleshooting, and resolving technical problems across hardware, software, and network components
• Supporting routine updates, patches, and system checks to maintain optimal performance and security
• Installing, setting up, and configuring software applications, operating systems, and hardware devices
• Providing technical assistance to end-users and clients, effectively communicating complex concepts to non-technical individuals
• Implementing and monitoring security protocols including firewalls, antivirus software, and access controls
• Maintaining accurate records of technical issues, solutions, and procedures
• Working closely with global IT Support Analyst community to coordinate efforts and share expertise
• Managing ServiceNow incidents and requests, keeping end users informed of status
• Providing desk side support, remote support and static TechBar support
• Acting as on-point Engineer for project requirements
• Identifying and escalating patterns or trends of calls to IT System Lead or IT Service Manager
• Supporting firm events requiring AV setup and troubleshooting

Key Experience

• Previous experience within a legal partnership or professional services environment
• Experience supporting Windows 11, Office 365 and Exchange
• Familiarity with help desk software such as ServiceNow
• Experience supporting mobile devices using MDM solutions
• Experience supporting legal applications such as Worksite, Big-Hand, time recording, Intapp Time and Expert
• SCCM experience including application deployment and troubleshooting
• Experience of virtual desktops and VPN technologies
• Experience of Microsoft Azure Active Directory and Intune
• Experience of AVMI and Video Conferencing
• Customer-focussed with excellent communication and interpersonal skills
• Strong organisational skills and ability to manage constantly changing workload
• Ability to work under pressure and prioritise conflicting demands
• Fluent in Spanish and English, with clear, professional communication.

IT Support Analyst - Permanent - Madrid, Spain