Descripción del puesto / Funciones
We are looking for an On-Site IT Support Specialist to join our team in Madrid . In this role, you will act as the primary local IT point of contact, delivering Level 2 technical support, managing end-user devices and software deployment, ensuring smooth onboarding/offboarding activities, and collaborating closely with our international management team.
Key Missions and Responsibilities
1. User Support & Service Desk (Level 2)
- Serve as the primary on-site IT contact for all employees in the Madrid office.
- Qualify, prioritize, troubleshoot, resolve, escalate, and close incidents and service requests in ServiceNow within agreed SLAs.
- Provide Level 2 support for Windows workstations, hardware peripherals, network/Wi-Fi connectivity, mobile devices, and standard corporate software.
- Maintain clear, proactive communication with end users throughout the resolution lifecycle.

2. User & Asset Lifecycle Management
- Coordinate and execute hardware and software provisioning, installation, configuration, and troubleshooting.




- Manage seamless IT onboarding (new hire setup) and offboarding (device recovery and account deprovisioning) processes.
- Perform equipment deployment, hardware refreshes, repairs, and loaner device management.

3. IT Asset & Knowledge Management
- Maintain up-to-date and accurate IT asset records and equipment inventory for the Madrid site.
- Create and maintain operational documentation, troubleshooting guides, and knowledge base articles.
- Identify recurring technical issues and propose continuous service improvements.

4. Operations & Reporting
- Work autonomously on site while maintaining alignment, priorities, and escalation paths with the Paris-based management team and local stakeholders.
- Generate regular activity reports covering ticket volumes, backlog status, SLA compliance, recurring trends, and improvement initiatives.

Requisitos mínimos
- Experience: Proven experience in corporate end-user compu

📌 On-Site IT Support Specialist (España)
🏢 Pasiona Consulting
📍 España