Deskside Engineer - Madrid

About the role

DDN is looking for a Deskside Engineer based in Madrid to provide hands-on, service-focused support to onsite and remote end users in Spain and other EMEA offices. The role covers troubleshooting, hardware maintenance, incident documentation and day-to-day IT operations, with availability after hours or on weekends and potential travel of about 10% of the time.

Key responsibilities

• Deliver high-quality support in person, by phone, chat or email to onsite and remote users in Spain and other EMEA offices, including exceptional VIP support.
• Troubleshoot problems promptly and accurately, resolve complex issues and collaborate with other teams to find root causes.
• Install, diagnose, repair, maintain and upgrade PC hardware and equipment, with equal proficiency in Windows and Macs.
• Document incidents, problems, requests and tasks in DDN's ITSM system and escalate critical incidents to management.
• Handle daily inventory, shipping and receiving of IT hardware.
• Follow standard operating procedures and be available after hours or on weekends; potential travel of 10% of the time.

Required profile

• Associate degree (or equivalent proven industry experience).
• 3-4 years of deskside support experience focused on end-user services.
• Strong problem-solving, analytical and customer service skills.
• Ability to work independently while remaining a collaborative team member.

Required skills

• Windows and Macs
• Google Workspace (Gmail, Drive) and Slack
• Ticketing and incident management platforms
• Networking fundamentals and remote support tools
• Preferred: A+ certification, Bachelor's degree, Active Directory administration, cloud printing (Printix or Papercut), video conferencing and collaboration tools, Microsoft MCP certifications