Position
IT Desktop Support Engineer
Location
On-Site in Madrid
Backfill Support
Job Purpose
The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Responsibilities
- Basic experience in IT industry
- Good client management & communication skills
- Good Understanding of ITIL concept & Service Now
- Computer OS / Peripherals troubleshooting.
Asset / Inventory Management - Ensure tickets are updated on time and adhere to required SLA.
- Handling different PC operating systems (Windows 7, 10)
- Handling end users' incidents and IMAC requests using Service NOW ticketing tool
- Performing Hardware / Software installation (understanding of deployment tools like SCCM)
- End-user support – Break fix & Service Requests
- Desktop / Laptop / Network Printers Management.
- Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
- Image Deployment using SCCM & Auto Pilot
- VDI technologies Citrix Xendesktop, Azure cloud PC.
- Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
- User Data Management (OneDrive, Office 365)
- Refresh of old asset from windows 7 to windows 10.
- MTR Video conference support for meeting room and events.
- Vendor coordination for hardware / spare replacement
- Incident Management, service Request management, asset Management
- Support Queue Management to avoid and SLA misses
- Ability to work independently and in a team environment.
- Ability to communicate well with internal and external contacts.
- Provide strong customer service for internal IT teams as well as Business Partners.
Work closely with the Server and Networking teams.
- Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
- Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
- Provide investigation, diagnosis, resolution and recovery for hardware / software problems.
When unable to resolve, escalate to vendors in accordance with Help Desk escalation processes.
- Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
- Responsible for successful deployment and upgrades of laptops & workstations.
- Ability to work independently and in a team environment.
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