Onsite End User IT Support

IT Support Specialist Level 2 - Onsite (Barcelona, Spain)

**About Sustainable Talent**:
Sustainable Talent is a leading workforce solutions partner dedicated to empowering high-growth organizations through tailored talent acquisition, advanced technology, and human-centric support. We work closely with innovative companies around the globe to help build teams that drive progress and success.

**Position Overview**:
As an IT Support Specialist Level 2, you will serve as the primary on-site technical resource supporting end-users in our client's Barcelona office. In this role, you'll deliver exceptional customer service while resolving a wide range of technical issues across MacOS and Windows environments. You will be employed by Sustainable Talent and embedded within the client's IT team to provide seamless support.

**Key Responsibilities**:
**End-User Support**
- Serve as the primary on-site L2 IT support for the Barcelona office, providing troubleshooting and resolution for MacOS and Windows devices.
- Address and resolve escalated IT tickets while maintaining high customer service standards, using tools such as Zendesk for ticket management.
- Build strong relationships with end-users and offer technical guidance in a friendly and approachable manner.
- Coordinate with higher-level support teams (L3/engineering) for complex or unresolved issues.

**Audio-Visual (AV) Support**
- Manage, maintain, and troubleshoot AV equipment in conference rooms, including Zoom Rooms cameras and audio peripherals.
- Deliver technical support for in-person and hybrid meetings, ensuring AV systems are always ready and functioning.
- Rapidly troubleshoot AV issues to minimize disruptions during meetings and events.

**Device Management & Logistics**
- Oversee the lifecycle management of IT equipment, including deployment, repair, replacement, and retirement.
- Coordinate the deployment of hardware, including monitors, cables, and docking stations, ensuring setups meet user requirements and company standards.
- Maintain precise inventory records of IT assets (computers, peripherals, loaner equipment) using asset management tools like Oomnitza.
- Manage a pool of loaner laptops and peripherals, ensuring timely availability.
- Proactively identify and resolve potential hardware issues to reduce downtime for end-users.

**MDM Solutions and Networking**
- Support and maintain MDM solutions (AirWatch, Jamf, Absolute) for device compliance and security.
- Perform basic network troubleshooting to support the office's Wi-Fi, VPN, and LAN connectivity.

**Qualifications**:
**Required Skills and Experience**:

- 2-4 years of experience in L2 IT support or a similar role, particularly in an enterprise environment.
- Strong proficiency in MacOS and Windows systems, focusing on both hardware and software troubleshooting and management.
- Experience with Zoom Rooms and other AV systems, including setup and maintenance.
- Foundational knowledge of networking.
- Familiarity with managing IT assets and deployments using MDM solutions like AirWatch, Jamf, and Absolute.
- Fluent in written and spoken English; proficiency in Spanish or Catalan is advantageous.

**Key Attributes**:

- Demonstrates a customer-first attitude with exceptional troubleshooting and interpersonal skills.
- Capable of managing competing priorities in a fast-paced environment.
- Proactive and driven to improve IT processes and user satisfaction.
- Collaborative spirit, eager to work with a global IT team, sharing insights and best practices.

**Location and Work Environment**:

- This is a full-time, on-site position based in Barcelona, Spain. Office presence is vital for providing direct, hands-on support and ensuring quick resolution of issues.

**About Working with Sustainable Talent**:
As a Sustainable Talent team member, you'll have access to supportive leadership, transparent communication, and resources that help you thrive in your role. We are committed to fostering a culture of excellence and collaboration while delivering the highest standards of service to our clients.