ph3Desktop Support Engineer (Backfill Role) – Madrid, Spain /h3 h3About the Company /h3 pBrainotech IT Solutions is a integral 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. /p h3About the Role /h3 pThis is a blong-term backfill role /b based in bMadrid, Spain /b. The selected technician will first be screened by the client. Once approved, the client credentials will be generated, followed by a b2-day onsite Knowledge Transfer (KT) /b before deployment. /p pThe objective of this role is to maintain a reliable backfill resource for ongoing support and future requirements. /p pThe 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. /p h3Key Responsibilities /h3 h3Functional /h3 ul liProvide first and second-level technical support for end-user issues. /li liTroubleshoot hardware, software, and application-related problems. /li liPerform break-fix support, fault diagnosis, and resolution. /li /ul h3Operational / Delivery /h3 ul liManage and resolve tickets within defined SLAs. /li liInstall, configure, and maintain Windows systems and applications. /li liSupport desktop/laptop hardware, printers, and peripheral devices.



/li /ul h3Governance Process /h3 ul liMaintain accurate documentation of incidents and resolutions. /li liEnsure adherence to IT support standards and procedures. /li liFollow escalation processes for complex technical issues. /li /ul h3Stakeholder Management /h3 ul liCommunicate effectively with end-users and internal teams. /li liCoordinate with vendors for issue resolution (e.g., antivirus, hardware). /li liProvide status updates to supervisors and management. /li liTimely resolution of IT support tickets. /li liAccurate ticket documentation and reporting. /li liSystem uptime and user satisfaction. /li liPreventive maintenance execution. /li liStrong knowledge of Windows 11 and Microsoft Office 365. /li liExperience with Active Directory and Group Policy (GPOs). /li liHardware troubleshooting and installation expertise. /li liBasic knowledge of macOS support. /li liUnderstanding of networking, servers, and IT infrastructure. /li liStrong analytical and problem-solving skills. /li liExcellent communication and customer service abilities. /li liAbility to multitask and work in a fast-paced environment. /li /ul h3Preferred Experience /h3 ul li2–3 years of experience in Desktop Support or IT Helpdesk roles. /li liCertifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred. /li liExperience with ticketing systems and enterprise environments. /li liExposure to mobile device management (iOS and Android). /li /ul h3Success Measures /h3 ul liSLA adherence and ticket resolution time. /li liUser satisfaction and service quality. /li liAccuracy of documentation and reporting. /li liSystem reliability and reduced downtime. /li /ul pbJob Type: /b Freelance / Dispatch-Based (Long-Term Backfill) /p /p #J-18808-Ljbffr

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