Deskside Engineer

Job Description: Deskside Engineer, Madrid

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.

Preferred Qualifications

• A+ Certification (Highly Preferred).

• Bachelor’s degree.

• Experience with Active Directory administration

• Experience with Google Workspace

• Experience with cloud printing solutions such as Printix or Papercut.

• Experience with Video Conference and Collaboration technologies.

• Experience working with Active Directory.

• Microsoft MCP Certifications.