On-Site IT Support Specialist

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. - 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 global 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. - 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. English and Spanish are a must Madrid