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# Desktop Support Engineer (Backfill Role)

- **Company:** Brainotech It Solutions Gmbh
- **Location:** Madrid, Spain
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Information Technology Operations, Microsoft Office, Break Fix, Reliability of Systems, Computer Equipment, Information Technology, Network Server
- **Published:** August 4, 2026
- **Apply:** https://www.jobleads.com/es/job/e41b17c0e21177d8bce23d0a52acfee61

## About the Role

* 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.

## Description

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.


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