Who we are

Ilkari is a privately-held start-up based in Dublin, Ireland. We deliver hyper-private scale innovation and technology to safeguard and secure data, enabling true data sovereignty even as the pace of change accelerates. Our best-in-breed sovereign technology delivers privacy and control over where companies’ data resides, where it flows, and how it’s accessed.

We’re here to rewrite the story of data sovereignty – empowering innovators, pioneers and visionaries to make their mark. We believe the sky is not the limit. We strive for the perfect balance of simplicity and excellence in everything we do, and we’re looking for people who are ready to join our journey and rewrite the story of data sovereignty.

Role overview

The Desktop Support Specialist’s primary purpose is to enhance user productivity by ensuring that IT resources are readily available and accessible to corporate users. This role provides an in-person point of contact for IT issues that are typically escalated from the IT Service Desk Team, particularly where on-site assistance may be required (e.g. hardware, peripherals, network access), or for more complex investigations. The individual is responsible for troubleshooting and supporting users in Málaga, as well as a small number of remote users, ensuring their systems function effectively and in alignment with corporate policies.

What you'll do

· End-User Support: Provide troubleshooting and IT support to corporate users across Windows and macOS environments, focusing on workplace tools and cloud services.

· Identity & Access Management: Manage user accounts, access, and permissions via Microsoft Entra ID and Microsoft 365, ensuring correct access levels and policy compliance throughout the user lifecycle.

· Application Access Management: Configure and manage cloud applications integrated with Microsoft Entra ID, including SSO setup, access assignment and ongoing access control.

· Ticket Management: Acknowledge, track, and resolve IT issues through the ticketing system, ensuring timely and consistent support while contributing to ticket reduction initiatives.

· Device Provisioning & Setup: Configure and deploy laptops, mobile devices, and peripherals for new employees, visitors, and office changes.

· Endpoint Management: Manage devices using Microsoft Intune, ensuring compliance, patching, and adherence to company security policies.

· Collaboration & Communication Tools: Support Microsoft 365 services (Exchange, Teams), including email, conferencing, and collaboration tools.

· Inventory & Procurement: Maintain accurate hardware inventory and support procurement processes when required.

· Peripheral & Office IT Support: Support printers, meeting room equipment, and office IT infrastructure as needed.

· Documentation: Create and maintain documentation, SOPs, and knowledge base articles.

· Automation & Optimisation: Identify and implement opportunities to automate tasks and improve efficiency, reducing manual support effort and promote self-service capabilities.

· Project Support: Assist in workplace-related IT initiatives and rollouts.

Key Performance Indicators

· Resolution Time: Meet or exceed expected resolution times for IT support tickets.

· User Satisfaction: Maintain high levels of user satisfaction, particularly among VIP/Execs.

· System Uptime: Ensure minimal downtime for critical IT systems and services.

· Project Contribution: Successfully contribute to IT project rollouts, meeting deadlines and reporting progress effectively.

· Compliance: Ensure that all user devices comply with the latest security patches and corporate policies.

What are we looking for

· Experience: 2-3 years in a Desktop Support or Technical Support role.

· Technical Proficiency: Strong troubleshooting skills with desktops, laptops, mobile devices, printers, and audio/visual equipment (Teams but not limited to).

· Operating Systems: Proven experience administering different Microsoft Windows versions, Microsoft Office (2016-2019) and macOS.

· Strong hands-on experience administering Microsoft cloud environments, including Microsoft Entra ID, Intune, and Microsoft 365.

· Communication Skills: Excellent verbal and written communication skills, with the ability to manage high-level requests from VIP/Execs.

· Teamwork & Initiative: Ability to work both independently and as part of a team, demonstrating responsibility, initiative, and attention to detail.

· Education: Relevant Microsoft certifications are required (e.g. Microsoft Entra ID, Intune, or Microsoft 365 certifications such as Microsoft 365 Certified: Endpoint Administrator Associate). Equivalent hands-on experience in modern workplace and endpoint management may be considered in place of formal academic qualifications.

· Soft Skills: Strong interpersonal skills with a customer-focused mindset.

· Physical Requirements: Ability to perform physical tasks, including lifting equipment.

What's in it for you Spain

• Private life and health insurance for you and your family.

• Four weeks per year to work from anywhere for eligible employees.

• Gym reimbursement.

• Company bus applicable for employees based in Málaga city.

• Learning Pocket for personal development.

• 3 volunteering paid days each year.

• Generous referral bonus programme.