Desktop Support Engineer

Sharp Brains; As Catro Rúas; Presencial; EUR 45.000 - 70.000; A tiempo parcial

Descripción de la vacante

Sharp Brains in Madrid, Spain, is seeking an on-site IT Support professional for 24/7/365 operations under a B2B/Freelance contract. The role covers end-user device support, IMAC activities, and VIP incident handling in a fast-paced enterprise environment.

The candidate will manage desktops, OS imaging, and security patching, using SCCM, Intune, and ServiceNow, while ensuring policy compliance and seamless operations for end users.

Formación

• Experience providing end-to-end technical support for desktops and laptops.
• Familiarity with ITIL practices in incident and service request management.
• Knowledge of enterprise deployment and management tools (SCCM/Intune).

Responsabilidades

• Provided end-to-end technical support for desktop and laptop systems, including hardware, software, and connectivity issues.
• Handled IMAC activities and break/fix tasks for end-user devices.
• Managed lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor replacements.
• Delivered support using SCCM, Intune, and ServiceNow for asset tracking and ticket resolution.
• Administered software installations, updates, and security patching per policy.
• Provided remote and deskside support using EUC tools and VPN clients.
• Ensured security protocol compliance, antivirus monitoring, and desktop policy enforcement.
• Offered VIP support and acted as onsite contact during escalations or outages.
• Supported printers, scanners, and peripherals, including maintenance.
• Assisted with Active Directory tasks and basic user account management.
• Maintained incident resolution docs, hardware inventory, and technical guides.
• Familiar with Windows OS environments and basic MAC handling; ITIL best practices.
• Followed ITIL processes for incidents, problems, and service requests.

Conocimientos

IT support

EUC_tools

VIP support

Windows OS

Security/compliance

Herramientas

SCCM

Intune

ServiceNow

Active Directory

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.