IT Support Field Engineer L2

Palo Alto Networks
Municipality of Madrid, Spain
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Municipality of Madrid, Spain

Tech stack

Microsoft Windows
Business Software
Collaborative Software
Desktop Computing
Identity and Access Management
Issue Tracking Systems
Virtual Private Networks (VPN)
Microsoft Office
Reliability of Systems
Peripherals
Information Technology
Laptops
Network Server

Job description

A leading global IT services provider delivering onsite, remote, and infrastructure support solutions to enterprise clients worldwide.

Operating in 190+ countries

Supported by 6,000+ skilled engineers globally

Serving 200+ enterprise clients across multiple industries

The company is committed to service excellence, operational reliability, and delivering high\-quality IT support solutions at scale.

Project Overview The project provides comprehensive IT support services to enterprise customers across multiple locations in Spain. It focuses on ensuring seamless end\-user experience, business continuity, and high service\-level compliance in both onsite and remote environments.

Role Summary The IT Support Field Engineer L2 is responsible for delivering Level 2 onsite and remote IT support to end users, including executive and VIP stakeholders. The role requires strong technical expertise, excellent customer service, and the ability to operate in fast\-paced, multi\-site enterprise environments.

RequirementsKey Responsibilities Provide Level 2 onsite and remote IT support to end users

Troubleshoot and resolve hardware, software, and connectivity issues

Support desktops, laptops, printers, servers, and peripherals

Escalate unresolved incidents in accordance with SLA and ITIL processes

Ensure high customer satisfaction and service quality

Software & Application Support Windows OS installation, configuration, and troubleshooting

Microsoft Office and enterprise business applications

Email, VPN, and collaboration tools

User account and access management

Hardware & Devices Supported Desktops and laptops: Dell, HP, Lenovo

Printers: HP, Lexmark, IBM

Servers and related infrastructure

Peripherals and end\-user accessories

Asset & Stock Management Maintain accurate asset inventory and documentation

Perform device deployment, replacement, and decommissioning

Coordinate hardware refresh and lifecycle management

Update asset and ticketing systems

Remote & Multi\-Site Support Provide remote support for distributed user environments

Travel to client sites as required

Collaborate with centralized service desk and regional teams

Support multiple customer locations across Spain

Additional Responsibilities Deliver VIP and Director\-level support with a white\-glove service approach

Follow ITIL best practices and organizational procedures

Document incidents, changes, and resolutions clearly

Support IT rollouts, upgrades, and project initiatives

, Baseline OEM Certifications (any of the following, depending on assignment):

Dell Desktop \/ Laptop

HP Desktop \/ Laptop \/ Printer

Lenovo Desktop \/ Laptop

Lexmark Printer

IBM Printer

Server technologies

Essential Skills Behavioural

Strong customer service and interpersonal skills

Proven experience supporting VIPs and Directors

Professional communication and white\-glove service mindset

Ability to work independently and manage priorities

Technical

Strong Level 2 onsite IT support expertise

Advanced troubleshooting and problem\-solving skills

Experience in enterprise IT support environments

Language Skills (CEFR Levels A1–C2) English: Proficient (minimum B2), At Excis, your work makes a real impact. As an IT Support Field Engineer L2, you will be part of a dynamic, hands\-on team where your technical expertise directly enhances user experience, system reliability, and operational success in a mission\-critical environment.

We offer a supportive and collaborative workplace that encourages professional growth, continuous learning, and exposure to diverse technologies. You will work alongside skilled engineers, gain experience in high\-availability enterprise operations, and contribute to solutions that support global clients.

What We Offer A key role in a high\-impact, enterprise\-level IT support environment

Opportunities for continuous learning and long\-term career development

A collaborative culture that values innovation, ownership, and excellence

Competitive compensation and benefits

A global organization with offices in 50+ countries, offering international exposure and long\-term growth opportunities

Join Excis and become part of an IT Support Field Engineer L2 team that values your expertise, rewards initiative, and empowers you to deliver excellence every day.