Deskside Engineer

DDN
Madrid Office, Spain
On-site

Who this role is best for

A natural match if you have experience with both Windows and Mac environments and a track record in deskside support.

Best fit for

  • Candidates with hybrid ITSM and hardware support experience in EMEA regions
    — “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”
  • Professionals with a background in managing user requests and escalations via ticketing platforms
    — “Experience with ticketing and incident management platforms, for managing user requests and escalations”

Things to consider

  • After-hours and weekend availability is expected for critical incident support
    — “Availability to work after hours or on weekends as required”
  • The role involves some travel, with potential for 10% of time spent traveling
    — “Potential for travel (10% of the time)”

How to stand out

  • Highlight your experience with both Windows and Mac systems in your resume and interview responses
    — “Have equally strong skills and experience with both Windows and Macs”
  • Demonstrate proficiency with Google Workspace and Slack in your application materials
    — “Knowledge of Google Workspace – Gmail, Drive, and all related productivity apps”
  • Showcase your ability to document processes and incidents effectively
    — “Document incidents, problems, requests, and tasks in DDN’s ITSM system.”
  • Emphasize your problem-solving and customer service experience in deskside roles
    — “Deliver high-quality, service-focused support in person, by phone, via chat, or email to both onsite and remote end users”
  • Include any experience with Active Directory, cloud printing, or video conferencing tools
    — “Experience with Active Directory administration”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • deliver high-quality, service-focused support
  • troubleshoot and resolve complex issues
  • document incidents and problems
  • escalate critical incidents
  • perform day-to-day operational activities
Typical background
3-4 years of experience in deskside supportstrong problem-solving and customer service skillsexperience with ticketing and incident management platforms

Skills & requirements

Required

Deskside SupportTroubleshootingPC Hardware And Equipment MaintenanceWindows And Macs ProficiencyGoogle WorkspaceSlackTicketing And Incident Management Platforms

Preferred

A+ CertificationActive Directory AdministrationGoogle Workspace ExperienceCloud Printing SolutionsVideo Conference And Collaboration TechnologiesActive Directory ExperienceMicrosoft MCP Certifications

Stack & domain

WindowsMacsGoogle WorkspaceSlackTicketing And Incident Management PlatformsNetworking FundamentalsRemote Support ToolsProblem-solvingAnalyticalCustomer ServiceA+ CertificationIT SupportHardware Maintenance

About the role

Original posting from DDN via Ashby

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.

Source: DDN careers (Ashby)

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