On-Site IT Support Specialist

Pasiona Consulting Sl; Madrid; On-site; EUR 28,000 - 42,000; Full time

Job summary

Pasiona Consulting busca un Especialista de Soporte IT en sitio para Madrid. Serás el punto de contacto local para empleados, brindando soporte de Nivel 2 y gestionando dispositivos y despliegue de software, con onboarding y offboarding y estrecha colaboración con el equipo directivo internacional en París.

Trabajarás de forma autónoma en la oficina de Madrid, reportando al equipo de gestión en París, y generarás informes periódicos sobre tickets, backlog y cumplimiento de SLA.

Qualifications

• Experiencia comprobable en soporte de usuario final corporativo (Nivel 2).
• Conocimiento práctico de ServiceNow para gestión de tickets.
• Competencia técnica en Windows OS, periféricos y conectividad.
• Experiencia en onboarding y offboarding de usuarios.
• Dominio de español e inglés (necesario para interacción diaria).
• Alta autonomía, proactividad y atención al cliente.

Responsibilities

• Soporte de usuario y mesa de servicio (Nivel 2).
• Ser el contacto local en sitio para todos los empleados de la oficina de Madrid.
• Resolver incidencias y solicitudes en ServiceNow dentro de SLA acordados.
• Soporte para Windows, periféricos, conectividad y apps empresariales.
• Mantener comunicación clara con usuarios durante la resolución.
• Gestión de ciclo de vida de usuarios y activos.
• Provisionamiento e instalación de hardware y software.
• Onboarding de nuevos empleados y offboarding (recuperación de dispositivos).
• Despliegue de equipment, refreshes y gestión de dispositivos de préstamo.
• Mantener registros de activos y inventario de IT en Madrid.
• Crear y mantener documentación operativa y guías de resolución.
• Identificar problemas recurrentes y proponer mejoras.
• Generar informes de actividad: tickets, backlogs, SLA, tendencias.

Skills

Soporte de usuarios

ServiceNow

Windows OS

Onboarding/Offboarding

Español

Inglés

Comunicación

Tools

ServiceNow

Microsoft 365

Azure AD

Intune

SCCM

Job description

Descripción del puesto / Funciones

We are looking for an On-Site IT Support Specialist to join our team in Madrid. In this role, you will act as the primary local IT point of contact, delivering Level 2 technical support, managing end-user devices and software deployment, ensuring smooth onboarding/offboarding activities, and collaborating closely with our international management team.

Key Missions And Responsibilities

• User Support & Service Desk (Level 2)
• Serve as the primary on-site IT contact for all employees in the Madrid office.
• Qualify, prioritize, troubleshoot, resolve, elevate, and close incidents and service requests in ServiceNow within agreed SLAs.
• Provide Level 2 support for Windows workstations, hardware peripherals, network/Wi-Fi connectivity, mobile devices, and standard corporate software.
• Maintain clear, proactive communication with end users throughout the resolution lifecycle.
• User & Asset Lifecycle Management
• Coordinate and execute hardware and software provisioning, installation, configuration, and troubleshooting.
• Manage seamless IT onboarding (new hire setup) and offboarding (device recovery and account deprovisioning) processes.
• Perform equipment deployment, hardware refreshes, repairs, and loaner device management.
• IT Asset & Knowledge Management
• Maintain up-to-date and accurate IT asset records and equipment inventory for the Madrid site.
• Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
• Identify recurring technical issues and propose continuous service improvements.
• Operations & Reporting
• Work autonomously on site while maintaining alignment, priorities, and escalation paths with the Paris-based management team and local stakeholders.
• Generate regular activity reports covering ticket volumes, backlog status, SLA compliance, recurring trends, and improvement initiatives.

Requisitos mínimos

• Experience: Proven experience in corporate end-user computing support, Level 2 troubleshooting, and hardware/software deployment.
• ITSM Tools: Solid working knowledge of ServiceNow for ticket lifecycle management.
• Technical Skills: Strong technical proficiency in Windows OS, hardware peripherals, connectivity issues, and standard business applications.
• User Lifecycle: Hands-on experience with IT onboarding and offboarding procedures.
• Languages: Professional proficiency in both Spanish and English (mandatory for daily interactions with local staff and global management).
• Soft Skills:
  • High degree of autonomy, strong ownership, and sound judgment when working independently on site.
  • Excellent customer service, communication, prioritization, and problem-solving abilities.

Requisitos valorables

• MadrdLanguages: Working knowledge of French is a strong advantage.
• Microsoft Ecosystem: Familiarity with Microsoft 365, Active Directory / Azure AD, and endpoint management tools (e.g., Microsoft Intune / SCCM).
• Mobile & Asset Management: Experience in mobile device management (MDM) and IT Asset Management (ITAM).
• Best Practices: Knowledge of ITIL frameworks and service delivery standards.
• Environment: Prior experience working in a multi-site or international environment with remote reporting lines.

Idiomas

English and Spanish are a must

Ubicación

Madrid

¿Quiénes somos?

Pasiona Consulting es una consultora tecnológica, partner de Microsoft, dedicada al diseño, desarrollo e implementación de aplicaciones de software a medida para clientes de múltiples sectores.