Desk Side Support Engineer

Nsc Global; Madrid; On-site; EUR 26,000 - 32,000; Full time

Job summary

NSC Global, a trusted IT services provider, is seeking IT End User Support Technicians to join onsite teams in Madrid. You will be the first point of contact for hardware and software issues, delivering quick resolutions and ensuring smooth day-to-day operations for end users across the environment.

The role emphasizes hands-on problem solving, strong customer service, and effective collaboration with logistics and other teams.

Qualifications

• NATO/national security clearance - MUST HAVE.
• Experience in end user computing and onsite support.
• Strong knowledge of hardware, software and OS basics.
• Proficiency in Spanish and English.

Responsibilities

• Advise and present to customer staff.
• Monitor daily service call activity and service levels.
• Provide exceptional customer service.
• Resolve hardware, software and connectivity issues.
• Document customer interactions in CRM.
• Support installation and configuration of connectivity and high-end systems.
• Coordinate with Logistics and adhere to schedule.
• Maintain up-to-date knowledge of industry enhancements.
• Contribute to continuous improvement of service delivery.

Skills

End user support

Customer service

Communication

Teamwork

Problem solving

Education

A+ Certification

MCITP

MOS Certification

Office Specialist

Tools

Ticketing software

Printer hardware

VPN features

Networking

Office 365

Job description

Overview

Desk Side Support Engineer

Overview

NSC Globalis a trusted IT services and solutions provider supporting some of the world’s largest enterprises in their digital transformation. We deliver innovative, scalable and secure technology solutions that keep businesses running smoothly across global environments.

To strengthen our onsite support teams,we are looking forIT End User Support Technicianswho enjoy hands‑on technical work and direct interaction with end users.

Role Overview

This is an onsite IT support role ideal for candidates with experience in end user computing. You will be the first point of contact for onsite technical issues, helping users resolve hardware and software problems and ensuring a smooth day‑to‑day operation.

Responsibilities

Responsibilities

• Ability to advise and to present to one or more customer staff.
• Monitor and control daily service call activity, utilization, inventory levels and service levels.
• Exceptional customer service
• Advanced knowledge in Customer Service Aptitude
• Resolving technical problems with hardware, software and connectivity.
• Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
• Participate in the configuration and support of internal systems.
• Ability to work effectively with Logistics
• Adherence to assigned schedule
• Adhering to documented policies, procedures and processes that are specific to the service.
• Clear and concise documentation of all customer interaction within appropriate CRM tool.
• Able to function in a team environment
• Maintain knowledge levels as industry enhancements occur
• Support installation and implementation of connectivity and high-end systems products
• Continuous improvement of service delivery.
• Ability to juggle time and resources to meet or exceed expectations

Qualifications

Qualifications

NATO/national security clearance - MUST HAVE

Sound knowledge of:

• Advanced knowledge in Computer Hardware
• Advanced knowledge in Common Software applications
• Advanced knowledge in Microsoft Operating system
• Proficient knowledge in Printer Hardware
• Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
• Proficient knowledge in Ticketing software
• Microsoft Office & Office 365 applications
• PC\\Laptop hardware
• PC\\Laptop peripherals, including printers
• Mobile devices

Awareness of:

• Active Directory
• Exchange
• Apple OS
• Network and server hardware and components

IT qualifications may include:

• A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
• PC\\Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in desktop area
• Microsoft Office Specialist (MOS) certification

Language:

• Spanish (C2) and English