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 Support (Madrid)
🏢 Brainotech IT Solutions
📍 Madrid