Desktop Support Engineer (Backfill Role) – Madrid, Spain About the Company

Brainotech IT Solutions is a general IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.

About the Role

This is a long-term backfill role based in Madrid, Spain. The selected technician will first be screened by the client. Once approved, the client credentials will be generated, followed by a 2-day onsite Knowledge Transfer (KT) before deployment. The objective of this role is to maintain a reliable backfill resource for ongoing support and future requirements.

The Desktop Support Engineer is responsible for delivering first and second-level technical support, ensuring smooth day-to-day IT operations and timely resolution of hardware, software, and network-related issues. This role ensures alignment between service delivery standards and business objectives while maintaining operational efficiency, user satisfaction, and SLA compliance. Key Responsibilities

Functional

Provide first and second-level technical support for end-user issues.

Troubleshoot hardware, software, and application-related problems.

Perform break-fix support, fault diagnosis, and resolution.

Operational / Delivery

Manage and resolve tickets within defined SLAs.

Install, configure, and maintain Windows systems and applications.

Support desktop/laptop hardware, printers, and peripheral devices.

Governance & Process





Maintain accurate documentation of incidents and resolutions.

Ensure adherence to IT support standards and procedures.

Follow escalation processes for complex technical issues.

Stakeholder Management

Communicate effectively with end-users and internal teams.

Coordinate with vendors for issue resolution (e.g., antivirus, hardware).

Provide status updates to supervisors and management.

Core Deliverables

Timely resolution of IT support tickets.

Accurate ticket documentation and reporting.

System uptime and user satisfaction.

Preventive maintenance execution.

Required Skills & Competencies

Strong knowledge of Windows 11 and Microsoft Office 365.

Experience with Active Directory and Group Policy (GPOs).

Hardware troubleshooting and installation expertise.

Basic knowledge of macOS support.

Understanding of networking, servers, and IT infrastructure.

Strong analytical and problem-solving skills.

Excellent communication and customer service abilities.

Ability to multitask and work in a fast-paced environment.

Preferred Experience

2–3 years of experience in Desktop Support or IT Helpdesk roles.

Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred.

Experience with ticketing systems and enterprise environments.

Exposure to mobile device management (iOS and Android).

Success Measures

SLA adherence and ticket resolution time.

User satisfaction and service quality.

Accuracy of documentation and reporting.

System reliability and reduced downtime.

Job Type: Freelance / Dispatch-Based (Long-Term Backfill)

Work Location: Onsite – Madrid, Spain

📌 Desktop Support Engineer-Backfill (España)
🏢 Brainotech IT Solutions
📍 España