Desktop Support Engineer (Backfill Role)

This is a long-term backfill role based in Madrid, Spain. The selected technician will first be screened by the client. Once approved, the client credentials will be generated, followed by a 2-day onsite Knowledge Transfer (KT) before deployment.

The objective of this role is to maintain a reliable backfill resource for ongoing support and future requirements.

The Desktop Support Engineer is responsible for delivering first and second-level technical support, ensuring smooth day-to-day IT operations and timely resolution of hardware, software, and network-related issues. This role ensures alignment between service delivery standards and business objectives while maintaining operational efficiency, user satisfaction, and SLA compliance., Functional

• Provide first and second-level technical support for end-user issues.
• Troubleshoot hardware, software, and application-related problems.
• Perform break-fix support, fault diagnosis, and resolution.

Operational / Delivery

• Manage and resolve tickets within defined SLAs.
• Install, configure, and maintain Windows systems and applications.
• Support desktop/laptop hardware, printers, and peripheral devices.

Governance & Process

• Maintain accurate documentation of incidents and resolutions.
• Ensure adherence to IT support standards and procedures.
• Follow escalation processes for complex technical issues.

Stakeholder Management

• Communicate effectively with end-users and internal teams.
• Coordinate with vendors for issue resolution (e.g., antivirus, hardware).
• Provide status updates to supervisors and management.
• Timely resolution of IT support tickets.
• Accurate ticket documentation and reporting.
• System uptime and user satisfaction.
• Preventive maintenance execution.

• Strong knowledge of Windows 11 and Microsoft Office 365.
• Experience with Active Directory and Group Policy (GPOs).
• Hardware troubleshooting and installation expertise.
• Basic knowledge of macOS support.
• Understanding of networking, servers, and IT infrastructure.
• Strong analytical and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to multitask and work in a fast-paced environment.

Preferred Experience

• 2-3 years of experience in Desktop Support or IT Helpdesk roles.
• Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are preferred.
• Experience with ticketing systems and enterprise environments.
• Exposure to mobile device management (iOS and Android).

Success Measures

• SLA adherence and ticket resolution time.
• User satisfaction and service quality.
• Accuracy of documentation and reporting.
• System reliability and reduced downtime.

Brainotech IT Solutions is a global IT services and managed infrastructure company providing end-to-end enterprise technology solutions. The company specializes in supporting distributed organizations with scalable IT operations, field engineering, and infrastructure management.