Desktop Support Engineer (Band 2)Job Summary

We are looking for
2 Desktop Support Engineers (Band 2)
with
4–6+ years of experience
in
Deskside/Desktop Support, Windows OS, hardware break/fix, asset management, end-user support, ticket handling, and Microsoft 365/O365 support
.
English is required and Spanish is preferred.

Key Responsibilities
- Provide
L2 Deskside / End User Support
for enterprise users.
- Troubleshoot
Windows 10/11
, desktop/laptop, software, printer, peripheral, Wi-Fi, VPN, and connectivity issues.
- Perform
hardware break/fix
, replacement, installation, configuration, and troubleshooting.
- Support
Microsoft 365/O365
, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
- Perform user onboarding/offboarding, workstation setup, software installation, and configuration.
- Manage
IT assets
, including inventory, tagging, allocation, tracking, replacement, and decommissioning.
- Log, manage, troubleshoot, and resolve
incidents, service requests, and tasks
through ITSM/ticketing tools.
- Work according to
SLA and ITIL processes
,



including Incident, Request, Change, and Problem Management.
- Maintain accurate ticket updates, asset records, and technical documentation.
- Escalate complex issues to L3, infrastructure, security, or application teams.
- Provide
remote and on-site support
and assist with PC/laptop refreshes, migrations, and deployments.

Required Skills
- 4–6+ years
of Desktop / Deskside / EUC Support experience.
- Strong knowledge of
Windows 10/11 and Microsoft 365/O365
.
- Hands-on
hardware break/fix and troubleshooting
experience.
- Knowledge of
Active Directory, VPN, Wi-Fi, printers, peripherals, and basic networking
.
- Experience with
IT Asset Management
and inventory.
- Experience with
ServiceNow, BMC Remedy, HP Service Manager, Jira
, or similar ITSM tools.
- Strong incident troubleshooting, SLA management, documentation, and customer-service skills.
- Ability to work independently and manage multiple tickets based

📌 Information Technology Specialist (Majadahonda)
🏢 Techify Care
📍 Majadahonda