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