End User Support Specialist

Humankind Global Recruitment; Arbo; Presencial; EUR 40.000 - 42.000; Jornada completa

Descripción de la vacante

End User Support Specialist (level 2) is required for Madrid on-site at a world class IT services provider. This 12-month contract role focuses on owning end-to-end support tickets, maintaining endpoint and workplace tech, and ensuring SLA adherence across locations.

Applicants should have prior IT support experience, strong Windows/Mac OS knowledge, and MDMS experience. The role offers opportunities to improve processes and contribute to automation efforts.

Formación

• Previous experience in a similar IT Support role (level 2) or equivalent.
• Strong knowledge of Windows and Mac OS; Linux not required but welcomed.
• MDM experience with any solution; ManageEngine Endpoint Central preferred.
• Excellent customer service and communication skills with ownership of issues.

Responsabilidades

• Own support ticket cases end-to-end within defined SLA.
• Maintain endpoint, meeting room and workplace technologies across offices.
• Support on projects to improve processes and identify automation opportunities.

Conocimientos

Windows OS

Mac OS

MDM

Customer service

Herramientas

ManageEngine Endpoint Central

Descripción del empleo

End User Support Specialist (level 2)

Madrid (fully on site)

12 month contract

€40,000 - €42,000 p/a

The Role

We are partnered with a world class IT services provider based in Spain but working with clients on a global scale. Following a recent promotion they are looking to recruit a level 2 End User Support Specialist to join their team in Madrid to provide support both internally and to clients.

The role operates within a defined support model where Service Desk owns front-line support including intake. Triage and resolution within a defined scope. In this role you will own support ticket cases end-to-end as well as maintain endpoint, meeting room and workplace technologies across supported offices and locations. You will ensure all support requests are managed correctly and ensure joiner, mover, leaver (JML) activities are completed in line with processes and to the agreed SLA boundaries.

As well as your regular duties you will also support on projects to improve processes and help to identify opportunities where scripting, automation or workflow improvements can enhance the end-user-experience and improve support consistency.

The successful End User Support Specialist will have:

• Previous experience in a similar IT Support role (either level 2 or level 1 with some exposure to more advanced support)
• Strong knowledge of both Windows and Mac OS whilst Linux system experience would be advantageous
• Strong Mobile Device Management (MDM) experience – preferably ManageEngine Endpoint Central although other systems are welcome
• Excellent customer service and communication skills with a track record of taking ownership and delivering a high level of customer support