Roles and Responsibilities
• Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users in Spain and other EMEA offices
• Provide exceptional VIP support with efficiency and professionalism
• Troubleshoot problem areas promptly and accurately, providing end-user assistance as needed.
• Resolve complex issues and collaborate with other teams to identify root causes and solutions.
• Install, diagnose, repair, maintain, and upgrade PC hardware and equipment to ensure optimal workstation performance.
• Have equally strong skills and experience with both Windows and Macs
• Document incidents, problems, requests, and tasks in DDN’s ITSM system.
• Escalate critical incidents to management as necessary.
• Perform day-to-day operational activities related to inventory, shipping and receiving IT hardware.
• Work independently while being a collaborative team member committed to team success.
• Follow standard operating procedures for processes and documentation.
• Availability to work after hours or on weekends as required. Potential for travel (10% of the time)
Required Qualifications
• Associate degree (or equivalent proven industry experience).
• 3–4 years of experience in deskside support with a focus on end-user services.
• Strong problem-solving, analytical and customer service skills.
• Experience troubleshooting and installing laptops, printers, and mobile devices.
• Proficiency with Windows and Macs
• Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps
• Proficiency with Slack
• Experience with ticketing and incident management platforms, for managing user requests and escalations
• Knowledge of networking fundamentals and remote support tools.