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.