About this role
Descripción del puesto / Funciones <p>We are looking for an <strong>On-Site IT Support Specialist</strong> to join our team in <strong>Madrid</strong>. 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.</p><h2>Key Missions and Responsibilities</h2><h3>1. User Support & Service Desk (Level 2)</h3><ul><li><p>Serve as the primary on-site IT contact for all employees in the Madrid office.</p></li><li><p>Qualify, prioritize, troubleshoot, resolve, escalate, and close incidents and service requests in <strong>ServiceNow</strong> within agreed SLAs.</p></li><li><p>Provide Level 2 support for Windows workstations, hardware peripherals, network/Wi-Fi connectivity, mobile devices, and standard corporate software.</p></li><li><p>Maintain clear, proactive communication with end users throughout the resolution lifecycle.</p></li></ul><h3>2. User & Asset Lifecycle Management</h3><ul><li><p>Coordinate and execute hardware and software provisioning, installation, configuration, and troubleshooting.</p></li><li><p>Manage seamless <strong>IT onboarding</strong> (new hire setup) and <strong>offboarding</strong> (device recovery and account deprovisioning) processes.</p></li><li><p>Perform equipment deployment, hardware refreshes, repairs, and loaner device management.</p></li></ul><h3>3. IT Asset & Knowledge Management</h3><ul><li><p>Maintain up-to-date and accurate IT asset records and equipment inventory for the Madrid site.</p></li><li><p>Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.</p></li><li><p>Identify recurring technical issues and propose continuous service improvements.</p></li></ul><h3>4. Operations & Reporting</h3><ul><li><p>Work autonomously on site while maintaining alignment, priorities, and escalation paths with the Paris-based management team and local stakeholders.</p></li><li><p>Generate regular activity reports covering ticket volumes, backlog status, SLA compliance, recurring trends, and improvement initiatives.</p></li></ul> Requisitos mínimos <ul><li><p><strong>Experience:</strong> Proven experience in corporate end-user computing support, Level 2 troubleshooting, and hardware/software deployment.</p></li><li><p><strong>ITSM Tools:</strong> Solid working knowledge of <strong>ServiceNow</strong> for ticket lifecycle management.</p></li><li><p><strong>Technical Skills:</strong> Strong technical proficiency in <strong>Windows OS</strong>, hardware peripherals, connectivity issues, and standard business applications.</p></li><li><p><strong>User Lifecycle:</strong> Hands-on experience with IT onboarding and offboarding procedures.</p></li><li><p><strong>Languages:</strong> <strong>Professional proficiency in both Spanish and English</strong> (mandatory for daily interactions with local staff and global management).</p></li><li><p><strong>Soft Skills:</strong></p><ul><li><p>High degree of autonomy, strong ownership, and sound judgment when working independently on site.</p></li><li><p>Excellent customer service, communication, prioritization, and problem-solving abilities.</p></li></ul></li></ul> Requisitos valorables <ul><li><p><strong>MadrdLanguages:</strong> Working knowledge of <strong>French</strong> is a strong advantage.</p></li><li><p><strong>Microsoft Ecosystem:</strong> Familiarity with <strong>Microsoft 365</strong>, Active Directory / Azure AD, and endpoint management tools (e.g., Microsoft Intune / SCCM).</p></li><li><p><strong>Mobile & Asset Management:</strong> Experience in mobile device management (MDM) and IT Asset Management (ITAM).</p></li><li><p><strong>Best Practices:</strong> Knowledge of <strong>ITIL</strong> frameworks and service delivery standards.</p></li><li><p><strong>Environment:</strong> Prior experience working in a multi-site or international environment with remote reporting lines.</p></li></ul> Idiomas English and Spanish are a must Ubicación Madrid