Deskside Support Engineer

**Deskside Support Engineer**

Madrid - Spain

The Deskside Support Engineer is responsible for face to face delivery of Information Technology, Audio Visual and TechBar support services to colleagues primarily based in Madrid and Barcelona.

The DSS Engineer will quickly resolve complex and everyday service incidents and fulfil requests with client computer hardware and software problems, aid and follow-up on colleague inquiries and perform client computer hardware and software installations.

Effective communication, quick resolution, and outstanding customer support will be expected to provide the highest quality colleague experience.

**DISCOVER your opportunity**

What will your essential responsibilities include?

ONSITE SUPPORT SERVICES:

- END USER TECHNICAL SUPPORT - Positively interact with and support users with their technical issues and requests via TechBar, Microsoft Teams calls and onsite desk-side visits.
- AUDIO/VISUAL SUPPORT - Learn and support the audio/visual technology equipment, support onsite video conference meetings as required.
- HARDWARE SUPPORT - Unbox, image, configure, test, deploy and troubleshoot desktops / laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures.
- MOBILE DEVICE SUPPORT - Receive, test, and deploy replacement phones. Assist end users with questions and issues that occur during interactions with the Mobile support team. Mobile subscription management and ordering is additionally expected.
- INFRASTRUCTURE SUPPORT - Provide Tier-1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security Audits. Escalate issues as needed to senior infrastructure Staff.
- TEAM PLAYER - Act as a team player onsite supporting colleagues across department, management, and leadership team to fulfil operational service levels, department initiatives and project deliverables.
- VIP SUPPORT - Provide onsite white glove support, build relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
- HARDWARE DEPLOYMENTS- Image, prepare and ship new hire /replacement equipment ensuring deadlines are met.
- Security Mindset - Adhere to AXAXL’s security policy and ensure Security mindset is included your everyday activities including, privileged accounts, access levels and security patching
- DOCUMENTATION- Prepare and maintain support documents to maintain current knowledge up to date with changes in technology.
- VENDOR SUPPORT- interact with vendors in organizing recycle pickups and printer maintenance.
- Travel is required several times a year to support offices and staff in remote locations.
- Occasional on-site weekend presence may be required to support business requirements.
- Feed demand into the Continuous Service Improvement Plan, and Infrastructure Development demand management process, with suggestions fed through to Infrastructure Support Team Lead.
- Feed requests for Changes to the production estate to the Infrastructure Services Manager, or Infrastructure Development Team Leads.
- Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management).
- Feed into Major Incident Management and Problem Management processes as required.
- Always communicate with colleagues in a professional and courteous manner, providing technical support in a customer-focused way.

REMOTE SUPPORT SERVICES - The Deskside Support Engineer will also be responsible to provide remote support services to colleagues for any service requests and issues relating to colleague IT hardware and software.
- Manage colleague expectations remotely using effective communication, quick resolution in keeping with our outstanding customer support services, ensure service levels are maintained and provide highest level of colleague experience.
- Track all requests maintaining ownership of the issue and providing consistent and timely resolutions.
- Troubleshoot and repair any hardware/software issues that cannot be resolved by Global Service Desk which includes more complex issues (Laptops, Printers, Telephony, Networks, Remote Access, and Core Applications.)
- Receive and work new and existing tickets via Calls, Chats, and Ticket Assignments in Silva

You will report to Regional Deskside Support Lead for Europe

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We’re looking for someone who has these abilities and skills:

- Ability to work in a fast paced, high pressure work environment.
- Excellent ability to multi-task and work on tasks and projects while being interrupted by users and colleagues requesting support; ability to constantly re-prioritize tasks is a must.
- Ensure the Colleague Services organization maintains high colleague satisfaction measured through adherence of SLA’s and results of colleague feedback.
- Knowledge of HP Deskto