On-Site IT Support Specialist

Pasiona Consulting Sl; Madrid; On-site; EUR 28,000 - 40,000; Full time

Job summary

Pasiona Consulting Sl is seeking an On-Site IT Support Specialist in Madrid to serve as the local IT contact for employees. You will deliver Level 2 support for Windows workstations, devices, and network connectivity, while ensuring smooth onboarding and offboarding processes in collaboration with the Paris management team.

You will maintain IT asset records, create knowledge base articles, and generate reports on ticket volumes and SLA compliance.

Qualifications

• Experience in corporate end-user computing support and Level 2 troubleshooting.
• Proficient with ServiceNow for ticket lifecycle management.
• Strong technical skills with Windows OS, peripherals, connectivity, and business apps.
• Hands-on IT onboarding and offboarding procedures.

Responsibilities

• Serve as the primary on-site IT contact for Madrid employees.
• Troubleshoot and resolve incidents in ServiceNow within SLAs.
• Provide Level 2 support for Windows workstations, peripherals, connectivity, and mobile devices.
• Coordinate hardware and software provisioning and onboarding/offboarding processes.

Skills

End-user support

Level 2 troubleshooting

Hardware deployment

Software deployment

Windows OS

Onboarding

Offboarding

Documentation

Autonomy

Communication

Tools

ServiceNow

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

1. 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.

2. 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.

3. 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.

4. 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