IT Desktop Support Engineer

2 days / week (Tuesday and Thursday every week)

On-site in Madrid, Spain

English and Spanish

Long-term contract

Job Purpose: The onsite support engineer will provide technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

• Operation Roles and Responsibilities
• Experience in IT industry
• • Good client management & communication skills
• • Good Understanding of ITIL concept & Service Now
• • Computer OS/Peripherals troubleshooting. Asset/Inventory Management
• • Ensure tickets are updated on time and adhere to required SLA.
• • Handling different PC operating systems (Windows 7, 10)
• • Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• • Performing Hardware/Software installation (understanding of deployment tools like SCCM)
• • End-user support – Break fix & Service Requests
• • Desktop/ Laptop/Network Printers Management.
• • Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• • Image Deployment using SCCM & Auto Pilot
• • VDI technologies Citrix Xendesktop, Azure cloud PC.
• • Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
• • User Data Management (OneDrive, Office 365)
• • Refresh of old asset from windows 7 to windows 10.
• • MTR Video conference support for meeting room and events.
• • Vendor coordination for hardware/spare replacement
• • Incident Management, service Request management, asset Management
• • Support Queue Management to avoid and SLA misses
• • Ability to work independently and in a team environment.
• • Ability to communicate well with internal and external contacts.
• • Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• • Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• • Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• • Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
• • Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• • Responsible for successful deployment and upgrades of laptops & workstations.
• • Ability to work independently and in a team environment.