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Desktop Support Technician - IT, Level 2

On-site in Madrid·Added 2 months ago (last checked 4 Nov)

Frontiers

14 open roles

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Our summary

Work mode: On-site, Madrid
English: Required
Experience: 3+ years

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Skills

Pay & benefits

What you'll get

We prioritise office presence and emphasise in-person collaboration, but also offer appropriate adjustments where needed, in line with company policy
Extra wellbeing days on top of your annual leave allowance
Up to 3 paid volunteering days each year
24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)
Learning & development support via the Frontiers Learning Hub

Equal opportunity statement

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination - including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation. With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.

The role

The Desktop Support Technician plays a vital role in enabling employees to do their best work by ensuring they have reliable technology, responsive support, and a seamless IT experience. We currently have 3 openings, one in London, one Madrid, one Lausanne and one in Warsaw. As the primary IT point of contact for a local office of approximately employees 80 (London), 80 (Madrid), 200 (Lausanne) or 30 (Warsaw). this role combines hands-on technical expertise with exceptional customer service.

You will be responsible for troubleshooting hardware and software issues, maintaining and deploying IT equipment, and proactively resolving technical challenges that impact day-to-day operations. Beyond providing support, you'll contribute directly to employee productivity, workplace efficiency, and the overall success of the organization by creating a smooth and dependable technology environment.

This is an excellent opportunity for a service-oriented IT professional who enjoys building strong relationships with end users, taking ownership of local IT operations, and making a visible impact across the business

What you'll do

Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
Provide a high standard of IT Services Support onsite and remotely.
Configure and deploy desktops, laptops, and mobile devices.
Provide input on IT strategies and OKRs related to support efficiency.
Utilize and contribute to IT support documentation and SOP's.
Assist with network connectivity issues.
Maintain an accurate inventory of all IT equipment and software licenses.
Administer and grant Access Permissions to users.
Onboard new starters and deliver IT Inductions.
Provide end-user training and support for IT systems and applications.
Collaborate with other IT team members to improve support processes.
Support and contribute to both internal and external company events.
Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
Ensure all tickets are resolved within defined SLA's (Service Level Agreements).
Provide AV support in Meeting Rooms.

Nature of Impact

High level of customer satisfaction as measured by feedback surveys.
Reduced downtime due to efficient troubleshooting and problem resolution.
Accurate and up-to-date inventory management.
Successful deployment and maintenance of IT equipment.
Effective training sessions leading to fewer support requests.
Meeting or exceeding SLAs for response and resolution times.

Requirements

3-5 years of experience in a desktop support or similar role.
Associate or Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).
Familiarity with network configurations and protocols.
Experience with operating systems (Windows, macOS, iOS).
Knowledge of IT security best practices.
C1 - C2 English level

About Frontiers

Frontiers is a leading open-access academic publisher based in Lausanne, Switzerland, specializing in peer-reviewed scientific journals across a wide range of disciplines including health, life sciences, and environmental sciences. The company operates a digital publishing platform that connects researchers, editors, and reviewers globally, with a portfolio of over 200 journals and a strong reputation for rigorous peer review and rapid publication times.

Frontiers has a significant presence in Spain, with offices in Madrid, and is actively expanding its technology and publishing operations there. The company's culture is international and collaborative, with English as the working language, making it an attractive option for international professionals. They offer roles in software engineering, research integrity, and publishing development, providing a dynamic environment for those looking to contribute to the future of scientific communication.

Industry: Science Publishing
Founded: 2007
Employees: 1,000–5,000
Headquarters: Lausanne, Switzerland
In Spain: Madrid

Good to know if you are moving

Frontiers operates with English as its working language, so international professionals can integrate without needing Spanish fluency.
The company has a strong remote-work culture, with many roles offering flexible or fully remote arrangements.
Spain is a key growth hub for Frontiers, with a dedicated office in Madrid and a significant number of open roles there.
The company offers a modern, digital-first environment with opportunities to work on products used by millions of researchers worldwide.
Frontiers provides a structured career path in a fast-growing, international company, with roles spanning engineering, product, and publishing operations.

All open roles at Frontiers