IT Support Analyst – Permanent, Madrid

About the role

We are looking for an IT Support Analyst to join our global law firm in Madrid on a permanent basis. The role involves delivering technical support to end‑users and clients, ensuring the stability and security of our IT environment.

Key responsibilities

• Diagnose, troubleshoot and resolve hardware, software and network issues.
• Perform routine updates, patches and system checks to maintain performance and security.
• Install, configure and set up software applications, operating systems and hardware devices.
• Provide desk‑side, remote and static TechBar support to end‑users.
• Manage ServiceNow incidents and requests, keeping users informed of status.
• Implement and monitor security protocols such as firewalls, antivirus and access controls.
• Maintain accurate records of technical issues, solutions and procedures.
• Support firm events by setting up and troubleshooting AV equipment.
• Collaborate with the global IT Support Analyst community and act as on‑point engineer for project requirements.

Required profile

• Previous experience in a legal partnership or professional services environment.
• Customer‑focused with excellent communication skills in Spanish and English.
• Strong organisational abilities and capacity to manage a changing workload under pressure.

Required skills

• Windows 11, Office 365 and Exchange.
• ServiceNow ticketing system.
• Mobile device management (MDM) solutions.
• Microsoft SCCM for application deployment and troubleshooting.
• Virtual desktops and VPN technologies.
• Microsoft Azure Active Directory and Intune.
• AVMI and video‑conferencing equipment.
• Legal applications such as Worksite, Big‑Hand, time‑recording, Intapp Time and Expert.