Information Technology Support Engineer

SISL Global; Madrid; Presencial; EUR 26.000 - 38.000; Jornada completa

Descripción de la vacante

SISL Global in Madrid is seeking an L2 Desktop Support Technician to deliver advanced technical assistance and troubleshooting for end-users, addressing complex issues and maintaining hardware and software systems to ensure optimal performance.

The role requires 2–4 years of desktop support experience, strong knowledge of Windows and Mac, and certification like CompTIA A+. You will configure OS, apps, and provide remote support to home-based and field users, while mentoring junior technicians.

Formación

• 2–4 years of desktop support experience.
• Strong knowledge of Windows and macOS.
• Familiarity with Active Directory and group policies.

Responsabilidades

• Provide second-level support for desktop hardware, software, and peripherals.
• Install, configure, and maintain operating systems and software.
• Perform root-cause analyses to resolve recurring issues.
• Assist with network connectivity issues including VPN.
• Document issues and resolutions in the ticketing system.
• Provide remote support for home-based and on-site users.

Conocimientos

Windows troubleshooting

Mac troubleshooting

Customer service

Problem solving

Team collaboration

Independent work

Educación

Associate's or Bachelor's degree in Information Technology

Equivalent work experience

Herramientas

Active Directory

Remote desktop tools

Microsoft Office Suite

VPN

Descripción del empleo

The L2 Desktop Support Technician is responsible for providing advanced technical support and

troubleshooting to end-users. This role involves addressing complex issues, maintaining hardware and software systems and ensuring optimal performance and user satisfaction.

Key Responsibilities:

• Provide Second-level technical support for desktop/laptop hardware, software, and peripheral issues.
• Install, configure, and maintain operating systems, software applications, and system updates.
• Perform root cause analysis to identify recurring technical problems and develop solutions.
• Excellent in troubleshooting break/fix issues of windows and mac computers
• Assist with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
• Collaborate with IT team members on projects, upgrades, and implementations.
• Maintain accurate records of work performed, issues, and resolutions using the company's ticketing system.
• Provide remote support and troubleshooting for users working from home or in the field.
• Train and mentor junior support technicians as needed.
• Ensure compliance with IT policies, security protocols, and best practices.
• Perform routine maintenance and inspections to ensure optimal performance of equipment
• Build and maintain strong relationships with end users and ensure user satisfaction

Qualifications:

• Associate's or bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years of experience in a desktop support or similar role.
• Strong knowledge of Windows and Mac operating systems.
• Proficiency with Microsoft Office Suite and other common software applications.
• Experience with Active Directory, group policies, and user account management.
• Familiarity with remote desktop tools and support software.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support