Position OverviewDesktop Technician – Global Service Desk (GSD) – Madrid, Spain. Reports to the Director, Global Service Desk. Provide frontline support for desktop computers, applications, and mobile devices across the EMEA region.
Responsibilities
Deliver end‑to‑end IT support for global users via ServiceNow, in‑person, and remote channels.
Provision and support Apple (Mac) and Dell devices, including imaging, configuration, deployment with M365 and Okta (SSO/MFA).
Manage user identity and access using Active Directory and Okta, ensuring secure authentication and compliance.
Perform hardware lifecycle management: onboarding, offboarding, asset tracking, inventory control.
Troubleshoot macOS/Windows, network, VPN, wireless, printing, AV systems, and enterprise applications.
Create and maintain knowledge‑base articles and SOPs;

support critical meetings and executive IT needs.
Qualifications
3–5 years in desktop/helpdesk support with strong troubleshooting and customer‑service skills.
Expertise in Apple (Mac) and Dell hardware, end‑to‑end device diagnostics, reimaging, lifecycle management.
Strong knowledge of macOS and Windows OS, core issue resolution, performance optimization.
Proficiency in Microsoft 365 (M365), Outlook, and SSO integrations.
Hands‑on experience with Okta (SSO, MFA) and identity/access management workflows.
Experience with ServiceNow or similar ticketing tools with accurate documentation.
Working knowledge of Active Directory, remote support tools, endpoint management platforms (Intune, Jamf) and KB/SOP creation.
Onboarding & Career PathSix months
Independently handle L1 and L2 support tickets for endpoint, OS, and access‑related issues.
Gain hands‑on experience with Apple/Dell hardware, asset lifecycle, endpoint provisioning (Intune/Jamf).
Build strong expertise in M365, Okta (SSO/MFA),



identity/access management workflows.
Collaborate with cross‑functional IT teams to support secure, compliant client environments.
Develop understanding of ITSM processes and best practices (ITIL‑aligned).
One year
Contribute to integral service desk initiatives, knowledge‑base creation, automation, shift‑left improvements.
Drive improvements in service‑delivery metrics (response time, resolution time, user satisfaction).
Act as site SPOC for onboarding, leading IT inductions, ensuring seamless new‑hire experience.
Collaborate with stakeholders (HR, Procurement, Finance) for end‑to‑end IT support processes.
Mentor and guide new team members, providing technical direction and best‑practice consultation.
Benefits
Comprehensive health coverage, generous PTO, flexible work options.
Learning opportunities, career‑mobility programs, leadership workshops.
Sixteen paid volunteer hours each year, global employee resource groups, “No Jerks” policy.
Modern offices with EV charging, healthy snacks, hackathons, game nights, cultural celebrations.
Charitable giving program with company match.
EEO StatementInfoblox is an affirmative action and equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Compensation & BenefitsSalary range: EUR 33,000 to 48,070, based on objective, gender‑neutral criteria. Eligibility for company bonus plan and incentive compensation per relevant plans and local law.
Employees are eligible for company‑sponsored benefits including health and wellness benefits, retirement programs, paid time off, and other locally applicable offerings.
We do not ask candidates about their current or previous compensation.

📌 Desktop Technician (Madrid)
🏢 Infoblox
📍 Madrid