Desktop Support Engineer – On‑Site Services

About the role

We are seeking a skilled, customer‑focused Desktop Support Engineer to deliver on‑site IT support in Madrid. You will work directly with end‑users, including VIPs, to resolve hardware, software and network issues while maintaining high service standards.

Key responsibilities

• Provide on‑site support for hardware, software, network connectivity and peripherals.
• Troubleshoot and resolve incidents and service requests within SLA timelines.
• Perform IMAC activities (Installations, Moves, Adds, Changes) for desktops, printers, network devices and meeting‑room technology.
• Deliver desk‑side support and user orientation 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 centers and provide face‑to‑face technical assistance.
• Conduct hardware repairs, hot‑swap replacements, device refreshes and system tune‑ups.
• Assist with software installations, updates and device compliance checks.
• Provide high‑touch VIP support with rapid incident response.
• Maintain communication with VIP users via phone or email when required.
• Manage hardware asset inventory and ensure spare equipment availability.
• Support basic server and network equipment troubleshooting as needed.

Required profile

• 3+ years experience in Desktop Support, IT Support or Field Services.
• Experience in enterprise environments and supporting VIP users.
• Experience operating walk‑up support centers.
• Familiarity with ITSM practices and SLA‑driven support.
• Bachelor’s degree in IT, Computer Science or related field (or equivalent hands‑on experience).
• Strong English communication skills; Spanish or multilingual ability preferred.

Required 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 (Jira, Zendesk, Zoho Desk)
• Hardware troubleshooting and break/fix support
• Basic networking knowledge