Senior Desktop Support Engineer

Sharp Brains; Madrid; Presencial; EUR 28.000 - 36.000; Jornada completa

Descripción de la vacante

Sharp Brains in Madrid seeks a desktop support specialist to provide end-to-end technical support for Windows-based desktops and laptops, troubleshooting hardware, software, and connectivity issues. You will manage IMAC tasks and the full device lifecycle, including imaging and patching, while delivering hands-on and remote assistance using SCCM, Intune, and ServiceNow.

The role requires ensuring security policy compliance, antivirus monitoring, and VIP support during outages.

Formación

• Provide end-to-end technical support for desktop and laptop systems.
• Handle IMAC activities (Install, Move, Add, Change) and break/fix tasks for end-user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor-based hardware replacements.
• Deliver support using SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in coordination with IT policies.
• Provide remote and deskside support using EUC tools and supported applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Offer VIP support and act as the primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides for internal reference.
• Demonstrate familiarity with Windows OS environments, mobile device support, and basic
• Follow ITIL practices for incident, problem, and service request management in corporate

Responsabilidades

• Provide end-to-end technical support for desktop and laptop systems.
• Handle IMAC activities and break/fix tasks for end-user devices.
• Manage desktop device lifecycle including imaging and patching.
• Utilize SCCM, Intune, ServiceNow for asset tracking and ticket resolution.
• Coordinate software installations and security patching in line with IT policies.
• Offer remote and deskside support using EUC tools and support MS Office, Outlook, and VPN clients.
• Ensure security policy compliance and antivirus monitoring.
• Serve as VIP onsite contact during escalations or outages.
• Troubleshoot printers, scanners, and peripherals and handle routine maintenance.
• Assist with Active Directory tasks and basic user account management.
• Maintain incident resolution and hardware inventory documentation.

Conocimientos

End-user support

VIP support

Onsite troubleshooting

ITIL practices

Herramientas

SCCM

Intune

ServiceNow

Active Directory

VPN client

Windows OS

Office 365

Descripción del empleo

Sharp Brains in Madrid seeks a desktop support specialist to provide end-to-end technical support for Windows-based desktops and laptops, troubleshooting hardware, software, and connectivity issues. You will manage IMAC tasks and the full device lifecycle, including imaging and patching, while delivering hands-on and remote assistance using SCCM, Intune, and ServiceNow.

The role requires ensuring security policy compliance, antivirus monitoring, and VIP support during outages.