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IT Support Engineer (L1/L2)

Madrid, Comunidad de Madrid, SpainSecurity & Corp IT

Job description

As a member of our IT Support team, IT support engineers are responsible for monitoring, maintaining and supportinginformation technology systems and networks for the company and its employees. Duties include installing and configuringcomputer hardware (Mac, Linux and Windows), software, networks and applications, writing how-to guides, supporting liveemployees and maintaining up-to-date inventory.To be successful in this position, the IT Support Engineer must be a highly motivated and results-oriented person, able to findthe best balance between time and quality for each problem. The best candidate will also be an excellent listener andcommunicator, with the ability to explain to the employee what happened and how to solve the problem.

About us:

ESW is the leading global and domestic direct-to-consumer (DTC) eCommerce company, empowering the world's best-loved brands and retailers to expand their DTC channel. ESW acquired Scalefast in June 2022, and the combined 1,300 person organization offers brands and retailers a complete portfolio of technology and services that cost-effectively support any stage of a company’s development.

From compliance, data security, fraud protection, taxes, and tariffs to demand generation, checkout, delivery, returns, and customer service, our powerful combination of technology and human ingenuity covers the entire shopper journey across 200 markets, with 100% carbon-neutral shipping to consumers. Headquartered in Dublin, Ireland, ESW has global offices in the US, UK, Spain, France, Italy, Japan, Hong Kong, and Singapore. ESW is an Asendia Group company, a joint venture between La Poste and Swiss Post.

What can I expect at Scalefast?

  • Competitive salary and a career path adapted to each person's abilities and experience within a company that is growing continuously
  • 2 days a week working from home
  • A flexible schedule and total conciliation between work and family life including reduced timetable during one month in summer
  • Become part of a multi-cultural company where you can contribute with your experience and learn from the experience of others
  • Work with amazing brands
  • Get the opportunity to influence the future of our services and platform
  • Excellent working environment with frequent social activities (hackathons, Spartan races, quarterly whole-team social event)
  • Central Madrid office located an 8-minute walk from Atocha train station, with a bus stop and BiciMad station right outside the office
  • Kitchen and dining facilities as well as a fully stocked games room with games consoles etc. - great to disconnect from work for a while and have fun with your colleagues.
  • Discounted parking space in the office building if you’re coming by car, bicycle parking for those worried about their carbon footprint.
  • Access to private sales by some of the exclusive brands we work with
  • Enrollment in English lessons that take place during working hours
  • Mental Health Wellbeing Program

Job requirements

Key responsibilities

  • Install and configure computer hardware, software, networks and applications.
  • Setting up user accounts and profiles on the network.
  • Continuously monitor and maintain systems and networks.
  • Respond to technical support calls from other company members or partners and communicate how to resolve issues.
  • Providing technical support on-site or via remote-access systems.
  • Diagnose and troubleshoot system and network problems, software faults or hardware complications.
  • Support the roll-out of new applications,
  • Keep a record of issues, along with solutions, to refer back to in future instances (documentation).
  • Maintaining inventories of hardware and software.Support HR, Security and Compliance teams with their tasks related to IT and network devices, and their users.


  • Significant experience and deep knowledge on Microsoft environments (including MS365 and Azure).
  • Experience support Windows, Mac and Linux workstations.
  • Proven work experience as a technical support engineer (at least one year)
  • Experience detecting manual procedures and finding the way to automatize them.
  • Familiarity with administration, performance tuning, and system monitoring.
  • Positive and solution-oriented mindset.
  • English written and verbal communication skills.
  • Experience working with IT Helpdesk software such as FreshService or ServiceNow.

Nice to haves

  • ITIL, or any other certifications of the like.
  • Experience working with a remote team.
  • Experience with scripting languages such as PowerShell or Bash.
  • Experience working with a global or otherwise multicultural team.
  • FPII education or equivalent experience.
  • Passionate about/experienced with open source and developer tools.