Information Technology Support Engineer

Sharp Brains; As Catro Rúas; Presencial; EUR 38.000 - 48.000; Jornada completa

Descripción de la vacante

Sharp Brains in Madrid is seeking a DSS L1 Desktop Support professional for an on-site role under a freelance B2B contract.

You will provide Level 1 support for hardware, software, and network issues, resolve Windows, Office tasks, and assist with VPN and AD basics. The role emphasizes independent, customer-focused service on-site, with SLA-driven incident handling and escalation to higher levels when needed.

Formación

• 1-3 years of desktop/IT support experience.
• Strong Windows 10/11 knowledge.
• Basic IP/DNS/DHCP networking understanding.
• Active Directory and user account management experience.
• Good troubleshooting and customer service skills.
• Ability to work independently on-site.
• Excellent communication with end users.

Responsabilidades

• Provide Level 1 desktop support for hardware, software, and network issues.
• Troubleshoot Windows OS, MS Office, Outlook, and business apps.
• Install and configure desktops, laptops, and peripherals.
• Support printers, scanners, and end-user devices.
• Handle password resets and basic Active Directory tasks.
• Configure email accounts and assist VPN connectivity.
• Log incidents in the ticketing system and track progress.
• Escalate complex issues to Level 2/3 teams as needed.
• Ensure timely resolution in line with SLA.

Conocimientos

Windows OS

Networking basics

Active Directory

Troubleshooting

Communication

Customer service

Independent on-site work

Descripción del empleo

We are currently looking for a DSS L1 (Desktop Support Services - Level 1) professional to join our team on an on-site support role.

Work Mode: On-Site

Employment Type: B2B/ Freelance Contract

Location: Madrid, Spain

Job Responsibilities

• Provide Level 1 desktop support for hardware, software, and network-related issues
• Troubleshoot Windows OS, MS Office, Outlook, and standard business applications
• Install, configure, and maintain desktops, laptops, and peripheral devices
• Support printers, scanners, and other end-user equipment
• Handle password resets and basic Active Directory tasks
• Configure email accounts and assist with VPN connectivity
• Log, track, and update incidents in the ticketing system
• Escalate complex technical issues to Level 2/Level 3 teams
• Ensure timely resolution in line with SLA requirements

Required Skills & Experience

• 1-3 years of experience in Desktop Support / IT Support
• Strong knowledge of Windows 10/11 environment
• Basic understanding of networking concepts (IP, DNS, DHCP)
• Experience with Active Directory and user account management
• Good troubleshooting and problem-solving skills
• Strong communication and customer service skills
• Ability to work independently in an on-site environment