ph3Overview /h3pThe 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. Idóneo candidate should have 2-3 years’ experience in Windows Desktop support. /ph3Responsibilities /h3ulliProvide first/second level contact and problem resolution for customer issues. /liliWork with vendors to remediate complex AV issues as needed. /liliProvide timely communication on issue status and resolution. /liliMaintain ticket updates for all reported incidents. /liliInstall, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications. /liliStrong knowledge of macOS and support for Apple Mobile and Mac OS users. /liliInstall, upgrade, support and troubleshoot printers and computer hardware. /liliPerform general preventative maintenance tasks on computers, laptops, printers. /liliPerform remedial repairs on desktops, laptops, printers and other authorized peripheral equipment.



/liliUse diagnostic tools to troubleshoot problems related to network connectivity and workstation hardware/software. /liliDemonstrate broad IT knowledge with basic understanding of networks, servers, audiovisual systems, smart devices and telecoms. /liliWork in a project-based environment requiring flexibility and teamwork; perform other duties as assigned. /li /ulh3Required Qualifications and Skills /h3ulliBachelor’s Degree or equivalent in Computer Science or related field. /liliCompTIA A+ and Microsoft Certified Professional (MCP) or equivalent. /liliMinimum of 18 months of IT experience. /liliExperience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise antivirus solutions, and helpdesk ticketing systems. /liliMobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory. /liliProven analytical, troubleshooting, and problem-solving skills. /liliProven ability to multi-task, prioritize effectively, and meet SLAs. /liliExcellent communication, relationship-building and internal customer service skills. /liliAdaptable and flexible in a fast-changing industry and work environment. /liliWilling to work off-hours and weekends when required for projects or emergency support. /li /ulpIn addition, the Band 2 Technician will mentor and assist Band 1 technicians and provide support to Band 3 Engineers in resolving tickets. /p /p #J-18808-Ljbffr

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