Descripción del puesto / Funciones
We are looking for an On-Site IT Support Specialist to join our team in Madrid. In this role, you will act as the primary local IT point of contact, delivering Level 2 technical support, managing end-user devices and software deployment, ensuring smooth onboarding/offboarding activities, and collaborating closely with our international management team.
Key Missions and Responsibilities
1. User Support & Service Desk (Level 2)
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Serve as the primary on-site IT contact for all employees in the Madrid office.
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Qualify, prioritize, troubleshoot, resolve, escalate, and close incidents and service requests in ServiceNow within agreed SLAs.
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Provide Level 2 support for Windows workstations, hardware peripherals, network/Wi-Fi connectivity, mobile devices, and standard corporate software.
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Maintain clear, proactive communication with end users throughout the resolution lifecycle.
2. User & Asset Lifecycle Management
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Coordinate and execute hardware and software provisioning, installation, configuration, and troubleshooting.
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Manage seamless IT onboarding (new hire setup) and offboarding (device recovery and account deprovisioning) processes.
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Perform equipment deployment, hardware refreshes, repairs, and loaner device management.
3. IT Asset & Knowledge Management
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Maintain up-to-date and accurate IT asset records and equipment inventory for the Madrid site.
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Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
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Identify recurring technical issues and propose continuous service improvements.
4. Operations & Reporting
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Work autonomously on site while maintaining alignment, priorities, and escalation paths with the Paris-based management team and local stakeholders.
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Generate regular activity reports covering ticket volumes, backlog status, SLA compliance, recurring trends, and improvement initiatives.
Requisitos mínimos
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Experience: Proven experience in corporate end-user computing support, Level 2 troubleshooting, and hardware/software deployment.
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ITSM Tools: Solid working knowledge of ServiceNow for ticket lifecycle management.
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Technical Skills: Strong technical proficiency in Windows OS, hardware peripherals, connectivity issues, and standard business applications.
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User Lifecycle: Hands-on experience with IT onboarding and offboarding procedures.
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Languages: Professional proficiency in both Spanish and English (mandatory for daily interactions with local staff and global management).
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Soft Skills:
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High degree of autonomy, strong ownership, and sound judgment when working independently on site.
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Excellent customer service, communication, prioritization, and problem-solving abilities.
Requisitos valorables
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MadrdLanguages: Working knowledge of French is a strong advantage.
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Microsoft Ecosystem: Familiarity with Microsoft 365, Active Directory / Azure AD, and endpoint management tools (e.g., Microsoft Intune / SCCM).
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Mobile & Asset Management: Experience in mobile device management (MDM) and IT Asset Management (ITAM).
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Best Practices: Knowledge of ITIL frameworks and service delivery standards.
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Environment: Prior experience working in a multi-site or international environment with remote reporting lines.
Idiomas
English and Spanish are a must
Ubicación
Madrid
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