About the role
Job Description: Deskside Engineer, Madrid
Roles and Responsibilities
- Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users in Spain and other EMEA offices
- Provide exceptional VIP support with efficiency and professionalism
- Troubleshoot problem areas promptly and accurately, providing end-user assistance as needed.
- Resolve complex issues and collaborate with other teams to identify root causes and solutions.
- Install, diagnose, repair, maintain, and upgrade PC hardware and equipment to ensure optimal workstation performance.
- Have equally strong skills and experience with both Windows and Macs
- Document incidents, problems, requests, and tasks in DDN’s ITSM system.
- Escalate critical incidents to management as necessary.
- Perform day-to-day operational activities related to inventory, shipping and receiving IT hardware.
- Work independently while being a collaborative team member committed to team success.
- Follow standard operating procedures for processes and documentation.
- Availability to work after hours or on weekends as required. Potential for travel (10% of the time)
Required Qualifications
- Associate degree (or equivalent proven industry experience).
- 3–4 years of experience in deskside support with a focus on end-user services.
- Strong problem-solving, analytical and customer service skills.
- Experience troubleshooting and installing laptops, printers, and mobile devices.
- Proficiency with Windows and Macs
- Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps
- Proficiency with Slack
- Experience with ticketing and incident management platforms, for managing user requests and escalations
- Knowledge of networking fundamentals and remote support tools.
Preferred Qualifications
- A+ Certification (Highly Preferred).
- Bachelor’s degree.
- Experience with Active Directory administration
- Experience with Google Workspace
- Experience with cloud printing solutions such as Printix or Papercut.
- Experience with Video Conference and Collaboration technologies.
- Experience working with Active Directory.
- Microsoft MCP Certifications.
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