Deskside Engineer, Madrid
DDN · Madrid
Job Description: Deskside Engineer, Madrid
Roles and Responsibilities
Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users in Spain and other EMEA offices
Provide exceptional VIP support with efficiency and professionalism
Troubleshoot problem areas promptly and accurately, providing end-user assistance as needed.
Resolve complex issues and collaborate with other teams to identify root causes and solutions.
Install, diagnose, repair, maintain, and upgrade PC hardware and equipment to ensure optimal workstation performance.
Have equally strong skills and experience with both Windows and Macs
Document incidents, problems, requests, and tasks in DDN’s ITSM system.
Escalate critical incidents to management as necessary.
Perform day-to-day operational activities related to inventory, shipping and receiving IT hardware.
Work independently while being a collaborative team member committed to team success.
Follow standard operating procedures for processes and documentation.
Availability to work after hours or on weekends as required. Potential for travel (10% of the time)
Required Qualifications
Associate degree (or equivalent proven industry experience).
3–4 years of experience in deskside support with a focus on end-user services.
Strong problem-solving, analytical and customer service skills.
Experience troubleshooting and installing laptops, printers, and mobile devices.
Proficiency with Windows and Macs
Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps
Proficiency with Slack
Experience with ticketing and incident management platforms, for managing user requests and escalations
Knowledge of networking fundamentals and remote support tools.
Preferred Qualifications
A+ Certification (Highly Preferred).
Bachelor’s degree.
Experience with Active Directory administration
Experience with Google Workspace
Experience with cloud printing solutions such as Printix or Papercut.
Experience with Video Conference and Collaboration technologies.
Experience working with Active Directory.
Microsoft MCP Certifications.