On-Site IT Support Specialist
About this job
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