Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a general experience company that believes in being people-first, celebrating diversity and incubating innovation. Position Purpose:The IT Desktop Support Engineer (Level 2) provides advanced onsite and remote technical support to end users. The role is responsible for diagnosing and resolving hardware, software, operating system, network connectivity, Microsoft 365, and peripheral-related issues that require escalation beyond Level 1 support. The position ensures high service availability, adherence to Service Level Agreements (SLAs), and an excellent end-user experience through effective incident, request, and asset management.
Job

Requirements:
End User SupportProvide Level 2 technical support for desktops, laptops, docking stations, mobile devices, printers, scanners, and peripherals.
Troubleshoot complex hardware and software issues escalated by Level 1 support teams.
Diagnose and resolve Microsoft Windows operating system issues.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
Perform root cause analysis for recurring issues.
Escalate unresolved issues to Infrastructure, Server, Network, Security, Telecom, or third-party vendors as required.
Desktop AdministrationInstall, configure, upgrade, and deploy operating systems and software applications.
Perform patch management and software updates.
Manage endpoint configurations using enterprise management tools.
Work-From-Home (WFH) and Remote User SupportProvide Level 2 remote technical support to employees working from home, satellite offices, and remote locations.
Troubleshoot and resolve hardware, software, network, VPN, and connectivity issues through remote support tools.
Support Microsoft Teams, Zoom, Webex, and other collaboration platforms used for remote work.




Diagnose issues related to home internet connectivity, VPN access, remote desktop connections, and cloud-based applications.
Assist users with multi-factor authentication (MFA), Microsoft 365 access, password resets, and account recovery.
Provide onboarding support for remote employees, including device deployment, user account setup, and application access.
Support endpoint management solutions such as Microsoft Intune, Autopilot, and other device management platforms.
Deliver virtual troubleshooting sessions and user guidance while maintaining customer service excellence.
Collaborate with Network, Security, Infrastructure, and Telecom teams to resolve escalated remote access and connectivity issues.
Asset ManagementTrack and maintain IT asset inventory.
Manage deployment, replacement, retrieval, and disposal of IT equipment.
Ensure asset records are updated in inventory management systems.
Infrastructure SupportPerform basic troubleshooting of:LAN/WAN connectivityWireless networksIP phonesNetwork printersMeeting room technologyVideo conferencing solutionsCoordinate with Network and Infrastructure teams for advanced issues.
Recommend process improvements to enhance user experience and operational efficiency.
Assist in technology refresh and migration projects.
Level 2 Desktop SupportMinimum 5-6 years of IT support experience.
At least 3-5 years of experience handling Level 2 Desktop Support responsibilities.
Experience working in BPO, Shared Services, Financial Services, Healthcare, or Corporate IT environments is advantageous.
Senior Level 25-6 years of Desktop Support experience.
Proven experience leading projects, mentoring junior technicians, and coordinating with Infrastructure teams.
Educational BackgroundBachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field. Excellent verbal and written English communication skills.
If you've got the skills to succeed and the motivation to make it happen, we look forward to hearing from you. #

📌 IT Support Specialist (España)
🏢 Everise
📍 España