Desktop Support Engineer

Sharp Brains; Arbo; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Sharp Brains in Madrid, Spain seeks an experienced IT Support Specialist. You will provide end-user desktop support for Windows environments, handle IMAC tasks, and manage the full desktop lifecycle with SCCM/Intune. Remote and on-site work will be part of a 24/7 support posture, including VIP incident management.

The role requires strong knowledge of Active Directory, VPN, and Office apps, plus ITIL-based incident and problem management. Excellent communication and documentation are essential.

Formación

• End-user desktop support for Windows environments.
• Experience with ITIL processes and incident handling.
• Familiarity with endpoint management tools (SCCM/Intune).
• Ability to provide VIP and on-site escalation support.
• Knowledge of Active Directory, VPN access, and Office applications.
• Strong communication and documentation skills.

Responsabilidades

• Provide end-to-end technical support for desktops and laptops.
• Handle IMAC tasks (Install, Move, Add, Change) and break/fix.
• Manage desktop lifecycle: config, patching, imaging, hardware swaps.
• Deliver support via SCCM, Intune, and ServiceNow for tickets.
• Install updates and security patches per IT policy.
• Offer remote and on-site support using EUC tools.
• Ensure security policy compliance and antivirus monitoring.
• Provide VIP on-site contact during outages or escalations.
• Support printers, scanners, and peripherals; routine maintenance.
• Assist with Active Directory tasks and basic user mgmt.
• Document incident resolution and hardware inventory procedures.
• Support Windows and macOS environments and mobile devices.
• Follow ITIL practices for incident, problem, and service requests.

Conocimientos

Desktop support

End-user computing

VIP support

Remote support

Windows OS

Active Directory

Herramientas

SCCM

Intune

ServiceNow

VPN

Descripción del empleo

Skill Set : DSSL1

Designation : FTE Hub 24/7

Language : English C1 & Local C1

Contract : B2B/Freelance

Days Per Week : 24/7

Location : Madrid ,Spain

Key Responsibilities:

• 1. Provided end-to-end technical support for desktop and laptop systems, including troubleshooting hardware, software, and connectivity issues.
• 2. Handled IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• 3. Managed the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• 4. Delivered support using tools such as SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• 5. Administered approved software installations, updates, and security patching in coordination with IT policies.
• 6. Provided remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• 7. Ensured compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• 8. Offered VIP support and acted as the primary onsite contact during critical escalations or outages.
• 9. Supported printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• 10. Assisted with Active Directory tasks, basic user account management, and smart hands support.
• 11. Maintained documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• 12. Demonstrated familiarity with Windows OS environments, mobile device support, and basic MAC device handling.
• 13. Followed ITIL practices for incident, problem, and service request management in corporate environments.