L1 Information Technology Support Engineer

Company Description GOT IT Solutions GmbH is a European IT services provider delivering scalable, customer-focused technology solutions across multiple industries. The company specializes in European Field Services, End-User Computing, IT Infrastructure Support, Data Center Services, IMAC, rollouts and migrations, hardware maintenance, and managed IT services. Through tailored solutions, experienced engineers, and seamless project execution, GOT IT Solutions helps organizations optimize their IT environments and maintain efficient operations. With a growing international presence and a strong focus on innovation, reliability, and service quality, the company acts as a trusted technology partner for organizations seeking to scale confidently.

Role Description This is a contract, on-site L1 Information Technology Support Engineer role based in Madrid. The role involves providing first-line technical support to end users, including diagnosing and resolving hardware, software, and network issues. Daily tasks include responding to help desk tickets, troubleshooting common IT problems, escalating complex issues to higher-level support, and documenting solutions in line with company procedures. The engineer will assist with workstation setups, basic system administration tasks, and support for rollouts, moves, and changes, ensuring minimal disruption to business operations. Collaboration with local and remote teams, adherence to service level agreements, and clear communication with users are key aspects of the position.

Qualifications

• Strong Technical Support and Help Desk Support skills, with experience handling L1 incidents and service requests.
• Foundational knowledge of Information Technology concepts, including operating systems, networks, and workplace technology.
• Proficient Troubleshooting abilities for hardware, software, and connectivity issues, using structured diagnostic methods.
• Basic System Administration skills, such as user account management, workstation configuration, and peripheral setup.
• Relevant vocational training or degree in IT, Computer Science, or a related field, or equivalent practical experience.
• Experience working in customer-facing IT support roles, with clear and professional communication in English; Spanish language skills are an advantage.
• Ability to work on-site in Madrid, manage priorities in a fast-paced environment, and follow standardized processes and documentation practices.
• Familiarity with ticketing systems, ITIL-based support environments, and common enterprise tools (e.g., Windows, Office 365) is beneficial.