Deskside Engineer

DDN; Madrid; On-site; EUR 26,000 - 42,000; Full time

Job summary

DDN in Madrid is seeking a Deskside Engineer to deliver high-quality end-user support across onsite and remote users in Spain and EMEA. You will troubleshoot issues, install and maintain laptops, printers, and mobile devices, and document all incidents in the ITSM system.

The role requires 3–4 years in deskside support, proficiency with Windows and macOS, and experience with Google Workspace and Slack. Occasional after-hours work and travel are possible, with a strong emphasis on customer

Qualifications

• Associate degree or equivalent proven industry experience.
• 3–4 years of deskside support experience focused 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 Google Workspace – Gmail, Drive, and related apps.
• Proficiency with Slack.
• Experience with ticketing and incident management platforms.
• Knowledge of networking fundamentals and remote support tools.

Responsibilities

• Deliver high-quality, service-focused end-user support in person, by phone, chat, or email.
• Provide VIP end-user support with professionalism and efficiency.
• Troubleshoot issues and provide timely end-user assistance.
• Resolve complex issues and collaborate with teams to find root causes and solutions.
• Install, diagnose, repair, maintain, and upgrade PC hardware for optimal performance.
• Document incidents, problems, requests, and tasks in the ITSM system.
• Escalate critical incidents to management when needed.
• Handle inventory, shipping, and receiving of IT hardware daily.
• Work independently while contributing to team success.
• Follow SOPs for processes and documentation.
• Availability for after-hours or weekend work; travel up to 10%.

Skills

Problem-solving

Customer service

Analytical thinking

Education

Associate degree

Tools

Windows OS

macOS

Google Workspace

Slack

ITSM ticketing

Remote support tools

Job description

Job Description: Deskside Engineer, Madrid

Roles and 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
• Provide exceptional VIP support with efficiency and professionalism
• 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.
• Availability to work after hours or on weekends as required. Potential for travel (10% of the time)

Required Qualifications

• 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 Google Workspace – Gmail, Drive, and all related productivity apps
• Proficiency with Slack
• Experience with ticketing and incident management platforms, for managing user requests and escalations
• Knowledge of networking fundamentals and remote support tools.

Preferred Qualifications

• A+ Certification (Highly Preferred).
• Bachelor’s degree.
• Experience with Active Directory administration
• Experience with Google Workspace
• Experience with cloud printing solutions such as Printix or Papercut.
• Experience with Video Conference and Collaboration technologies.
• Experience working with Active Directory.
• Microsoft MCP Certifications.