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. Estudios Requisitos mínimos
•

Experience:
Proven experience in corporate end-user computing support, Level 2 troubleshooting, and hardware/software deployment.
• ITSM Tools: Solid working knowledge of ServiceNow for ticket lifecycle management.
• Technical

Skills:
Strong technical proficiency in Windows OS, hardware peripherals, connectivity issues, and standard business applications.
• User Lifecycle: Hands-on experience with IT onboarding and offboarding procedures.
• Languages: Professional proficiency in both Spanish and English (mandatory for daily interactions with local staff and general management).
• Soft

Skills:
• High degree of autonomy, strong ownership, and sound judgment when working independently on site.
• Excellent customer service, communication, prioritization, and problem-solving abilities. Requisitos valorables
• MadrdLanguages: Working knowledge of French is a strong advantage.
• Microsoft Ecosystem: Familiarity with Microsoft 365, Active Directory / Azure AD, and endpoint management tools (e.g., Microsoft Intune / SCCM).
• Mobile & Asset Management: Experience in mobile device management (MDM) and IT Asset Management (ITAM).
• Best Practices: Knowledge of ITIL frameworks and service delivery standards.
• Environment: Prior experience working in a multi-site or international environment with remote reporting lines. Idiomas English and Spanish are a must Ubicación Madrid ¿Por qué nosotros? Prioridad

About us
Pasiona Consulting es una consultora tecnológica, partner de Microsoft, dedicada al diseño, desarrollo e implementación de aplicaciones de software a medida para clientes de múltiples sectores.

📌 On-Site IT Support Specialist (Madrid)
🏢 Demo Datos
📍 Madrid