Specialist Support Officer

About the Company We are seeking an Onsite Deskside Support Technician professional to provide end-to-end IT support for desktop, laptop, and end-user computing environments. The role involves hands-on deskside and remote support, incident management, IMAC activities, and ensuring high service levels for business users, including VIP support.

About the Role We are seeking an Onsite Deskside Support Technician professional to provide end-to-end IT support for desktop, laptop, and end-user computing environments. The role involves hands-on deskside and remote support, incident management, IMAC activities, and ensuring high service levels for business users, including VIP support.

Responsibilities Provide L1/L2 deskside and remote support for desktops, laptops, printers, and peripherals Troubleshoot hardware, software, OS, and connectivity issues (LAN, Wi-Fi, VPN) Perform IMAC (Install, Move, Add, Change) and break/fix activities Manage desktop lifecycle: OS imaging, configuration, patching, and vendor coordination Support Windows OS, MS Office, Outlook, VPNs, and basic Mac/mobile devices Use ITSM/EUC tools such as ServiceNow, SCCM, and Intune for ticketing and asset management Assist with Active Directory tasks (password resets, user access, basic account management) Ensure compliance with IT security policies, antivirus monitoring, and desktop standards Provide VIP support and act as onsite point of contact during critical incidents Maintain accurate documentation, ticket updates, and hardware inventory Follow ITIL processes for incident, problem, and service request management

Qualifications Diploma or Bachelor’s degree in IT or related field 3-4 years of hands-on experience in Desktop / IT Support (L1/L2)

Required Skills Strong knowledge of Windows OS, MS Office, and basic networking Experience with ITSM tools (ServiceNow or similar) Good communication and customer service skills Ability to work onsite and handle multiple priorities Spanish

language proficiency –

C1

(mandatory) English

language proficiency –

B2

(mandatory)

Preferred Skills Basic knowledge of Active Directory, O365, VPNs IT certifications (CompTIA A+, ITIL – preferred)