Overview

The Band 2 – Desktop Technician will provide day to day local and remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides break/fix, fault diagnosis and resolution, offering fault analysis to customers’ core operating systems and platforms, and provide desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years’ experience in Windows Desktop support.

Responsibilities

- Provide first/second level contact and problem resolution for customer issues.
- Work with vendors to remediate complex AV issues as needed.
- Provide timely communication on issue status and resolution.
- Maintain ticket updates for all reported incidents.
- Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
- Strong knowledge of macOS and support for Apple Mobile and Mac OS users.
- Install, upgrade, support and troubleshoot printers and computer hardware.
- Perform general preventative maintenance tasks on computers, laptops, printers.
- Perform remedial repairs on desktops, laptops, printers and other authorized peripheral equipment.




- Use diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software.
- Demonstrate broad IT knowledge with basic understanding of networks, servers, audiovisual systems, smart devices and telecoms.
- Work in a project-based environment requiring flexibility and teamwork; perform other duties as assigned.

Required Qualifications and Skills

- Bachelor’s Degree or equivalent in Computer Science or related field.
- CompTIA A+ and Microsoft Certified Professional (MCP) or equivalent.
- Minimum of 18 months of IT experience.
- Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise antivirus solutions, and helpdesk ticketing systems.
- Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting, and problem-solving skills.
- Proven ability to multi-task, prioritize effectively, and meet SLAs.
- Excellent communication, relationship-building and internal customer service skills.
- Adaptable and versátil in a fast-changing industry and work environment.
- Willing to work off-hours and weekends when required for projects or emergency support.

In addition, the Band 2 Technician will mentor and assist Band 1 technicians and provide support to Band 3 Engineers in resolving tickets.

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📌 Desktop Support Specialist (Madrid)
🏢 SISL Global
📍 Madrid