Desktop Support Engineer

Sharp Brains; España; Presencial; EUR 29.000 - 47.000; Jornada completa

Descripción de la vacante

Sharp Brains in Madrid, Spain, is seeking an on-site IT Support Specialist for 24/7 end-user hardware and software support under a B2B/freelance contract.

The role covers IMAC activities, OS imaging, patching, SCCM/Intune-based management, ServiceNow ticketing, Active Directory tasks, and VIP incident handling, with strong focus on Windows and MAC environments. You will work with ITIL-aligned processes and support Office apps, VPN, and printers.

Formación

• Experience providing end-to-end IT support for desktops and laptops.
• Proficient with IMAC tasks (Install, Move, Add, Change).
• Familiar with software deployment and device management tools (SCCM, Intune).
• Experience with ServiceNow for ticketing and asset tracking.
• Active Directory and basic user/account management knowledge.
• Strong Windows OS knowledge; basic macOS handling.

Responsabilidades

• Provide end-to-end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity issues.
• Perform IMAC activities and break/fix tasks for end-user devices.
• Manage desktop device lifecycle: configuration, patching, OS imaging, and vendor hardware replacements.
• Deliver support using SCCM/Intune and ServiceNow for ticketing and remote assistance.
• Administer approved software installations, updates, and security patches per IT policies.
• Provide remote and deskside support using EUC tools and applications like MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and serve as onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices; handle troubleshooting and maintenance.
• Assist with Active Directory tasks and basic user account management; provide smart hands support.
• Maintain documentation of incidents, hardware inventory, and technical guides for internal use.
• Demonstrate familiarity with Windows and basic macOS environments; support mobile devices.
• Follow ITIL practices for incident, problem, and service request management.

Conocimientos

Technical support

IMAC

SCCM

Intune

Herramientas

ServiceNow

MS Office

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.