OverviewThe 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.

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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 flexibili

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