On-Site IT Support Specialist

Pasiona

This job is closed: the employer no longer lists it.

Responsibilities

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
Maintain clear, proactive communication with end users throughout the resolution lifecycle.
User & Asset Lifecycle Management
Coordinate and execute hardware and software provisioning, installation, configuration, and troubleshooting.

(device recovery and account deprovisioning) processes.
Perform equipment deployment, hardware refreshes, repairs, and loaner device 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.

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.

Proven experience in corporate end-user computing support, Level 2 troubleshooting, and hardware/software deployment.

Windows OS, hardware peripherals, connectivity issues, and standard business applications.
Hands-on experience with IT onboarding and offboarding procedures.

(mandatory for daily interactions with local staff and global management).
High degree of autonomy, strong ownership, and sound judgment when working independently on site.
Excellent customer service, communication, prioritization, and problem-solving abilities.
Prior experience working in a multi-site or international environment with remote reporting lines.

ServiceNow for ticket lifecycle management.

French is a strong advantage.

Microsoft 365, Active Directory / Azure AD, and endpoint management tools (e.g., Microsoft Intune / SCCM).

Experience in mobile device management (MDM) and IT Asset Management (ITAM).

Knowledge of

frameworks and service delivery standards.