It Support Engineer

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.
• Provide support and training for productivity applications like Gmail/G Suite and Slack.
• 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.

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