Job Description: Deskside Engineer, Madrid
Roles and Responsibilities
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Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users in Spain and other EMEA offices
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Provide exceptional VIP support with efficiency and professionalism
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Troubleshoot problem areas promptly and accurately, providing end-user assistance as needed.
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Resolve complex issues and collaborate with other teams to identify root causes and solutions.
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Install, diagnose, repair, maintain, and upgrade PC hardware and equipment to ensure optimal workstation performance.
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Have equally strong skills and experience with both Windows and Macs
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Document incidents, problems, requests, and tasks in DDN’s ITSM system.
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Escalate critical incidents to management as necessary.
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Perform day-to-day operational activities related to inventory, shipping and receiving IT hardware.
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Work independently while being a collaborative team member committed to team success.
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Follow standard operating procedures for processes and documentation.
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Availability to work after hours or on weekends as required. Potential for travel (10% of the time)
Required Qualifications
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Associate degree (or equivalent proven industry experience).
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3–4 years of experience in deskside support with a focus on end-user services.
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Strong problem-solving, analytical and customer service skills.
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Experience troubleshooting and installing laptops, printers, and mobile devices.
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Proficiency with Windows and Macs
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Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps
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Proficiency with Slack
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Experience with ticketing and incident management platforms, for managing user requests and escalations
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Knowledge of networking fundamentals and remote support tools.
Preferred Qualifications
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A+ Certification (Highly Preferred).
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Bachelor’s degree.
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Experience with Active Directory administration
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Experience with Google Workspace
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Experience with cloud printing solutions such as Printix or Papercut.
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Experience with Video Conference and Collaboration technologies.
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Experience working with Active Directory.
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Microsoft MCP Certifications.
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