Deskside Engineer, Madrid

Job Description: Deskside Engineer, Madrid

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

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.

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 networking fundamentals and remote support tools.

Availability to work after hours or on weekends as required. Potential for travel (10% of the time)

Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps

Experience with ticketing and incident management platforms, for managing user requests and escalations