End User Services Technician

We are looking for a Helpdesk Support Technician to join our End User Services team and support the daily IT operations of our Madrid office. This role is primarily office-based in Madrid, with the possibility of working remotely one week out of every three, and includes shift work.

This is a standalone role, supported by a wider IT team across Europe (mainly in Switzerland and Spain). We’re not just looking for someone to resolve tickets, but for someone who wants to take ownership of the site, continuously improve our IT services, and ensure everything runs smoothly and efficiently. Despite being a standalone position, you’ll quickly feel part of a friendly and collaborative team.

The job in brief: 

• Job Title -  End User Services Technician
• Working model -  hybrid from Madrid, Spain
• Team -  you will join the End User Services Department
• Level - Professional 
• Location -  Madrid, Spain
• Contract -  Permanent - full-time (EUR 36 h/week) 

Your expertise:

• 1+ years of experience providing 1st and 2nd line IT support to onsite and remote users.
• Proven experience with PC and laptop configuration and maintenance (Windows and macOS).
• Hands-on experience administering Active Directory (AD) and Google Workspace (GSuite for Business).
• Strong experience in hardware and software troubleshooting, including printers and peripherals.
• Experience supporting IP phones and call centre environments.
• Familiarity with IT asset management and inventory control.
• Experience using IT ticketing systems for incident and request management.
• Knowledge of Wi-Fi networks and basic IT infrastructure support.
• Ability to work with third-party vendors to resolve hardware-related issues.
• Fluency in Spanish and English (written and spoken).
• Strong problem-solving skills, reliability, and attention to detail.
• Ability to work independently while collaborating with distributed teams.

Desirable:

• Experience supporting both onsite and offsite users in a multi-site environment.
• Previous experience in a call centre or high-volume support environment.
• Additional language skills beyond Spanish and English.
• Strong documentation skills and ability to keep technical records organised.
• Demonstrated time management and organisational skills.
• Positive, team-oriented attitude and openness to constructive feedback.
• Proactive mindset with a focus on continuous improvement.

Perks of working with us:

How we work together:

- An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)

- Shorter working week (36h as full time), with a half working day on Fridays
- Flexible start and end of the working day
- Possibility to work from anywhere for a period of time per year defined according to local regulations
 

How we learn together:

- Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.

- Professional and managerial skills development training paths, access to e-learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content

Other perks:
- 2 paid days off per year for volunteering purposes

- Occasional social events to foster connections among colleagues

- Travel industry discounts and flash exclusive staff fares

- We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

- HR interview 

- 1st interview (Manager): soft skills + technical knowledge + online test

-  Final meeting 

- Offer extended
(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria:
By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.