Desktop Support Engineer (On-Site Services)

Description

Summary: Seeking a skilled, customer-focused Desktop Support Engineer to provide onsite IT support, troubleshoot incidents, perform IMAC activities, and offer high-touch VIP assistance in enterprise environments. Highlights: 1. Provide onsite IT support in an enterprise environment 2. Deliver high-touch VIP support with rapid incident response 3. Troubleshoot hardware, software, and network issues within SLAs **About the Role** ------------------ We are looking for a skilled and customer\-focused **Desktop Support Engineer** to provide onsite IT support services in Madrid. The ideal candidate will have strong experience in desktop support, hardware troubleshooting, enterprise IT environments, and VIP user support. This role requires hands\-on technical expertise combined with excellent communication and problem\-solving skills. **Key Responsibilities** ------------------------ * Provide onsite support to end\-users for hardware, software, network connectivity, and peripherals * Troubleshoot and resolve incidents and service requests within SLA timelines * Perform IMAC activities (Installations, Moves, Adds, and Changes) for desktops, printers, network devices, and meeting room technology * Deliver desk\-side support and orientation to end\-users on hardware and software usage * Manage break/fix activities and coordinate repairs to minimize downtime * Support user connectivity to enterprise network resources * Operate walk\-up support/service centers and provide face\-to\-face technical assistance * Perform hardware repairs, hot\-swap replacements, device refresh, and system tune\-ups * Assist with software installations, updates, and device compliance checks * Provide high\-touch VIP support with rapid incident response and personalized assistance * Maintain communication with VIP users through phone/email support when required * Manage hardware asset inventory and ensure availability of spare devices/equipment * Support basic server/network equipment troubleshooting when needed **Required Skills \& Experience** --------------------------------- ### **Technical Skills** * Windows OS support and troubleshooting * Microsoft 365 * SCCM imaging and update deployment * Active Directory basic administration * Azure basic administration * MFA and SSO troubleshooting * ServiceNow (preferred) or other ticketing systems such as Jira, Zendesk, Zoho Desk * Hardware troubleshooting and break/fix support * Basic networking knowledge **Preferred Experience** ------------------------ * 3\+ years in Desktop Support / IT Support / Field Services * Experience working in enterprise environments * Experience supporting VIP users * Experience operating walk\-up support centers * Familiarity with ITSM practices and SLA\-driven support **Qualifications** ------------------ * Bachelor’s degree in IT, Computer Science, or related field preferred * Equivalent hands\-on experience will also be considered **Language Requirements** ------------------------- * English communication skills required * Spanish or multilingual capability preferred