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.