Job Summary
The Technical Support Specialist is a hands-on member of a small, collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This mid-level role is primarily desktop-focused, covering hardware, software, and endpoint management for users across multiple countries and time zones. The ideal candidate brings 3-6 years of progressive desktop support experience, is comfortable working autonomously across a distributed region, and takes pride in delivering a consistently excellent user experience.
Key Responsibilities
Desktop Support & Troubleshooting
- Provide hands-on and remote desktop support to end users across EMEA, covering hardware, software, peripherals, and connectivity issues.
- Diagnose and resolve problems with laptops, desktops, docking stations, printers, and AV/conferencing equipment.
- Perform root cause analysis on recurring issues and implement lasting fixes or documented workarounds.
- Coordinate with vendors and third-party teams for hardware replacements, warranty claims, and software licensing.
Endpoint & Desktop Administration
- Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites.
- Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365.
- Deploy, patch, and maintain endpoint security using MDM/UEM tools (Intune, JAMF).
- Troubleshoot local and remote connectivity issues, including VPN, Wi-Fi, and office network access.
- Support the rollout of new hardware, OS upgrades, and standard software packages across the region.
Collaboration & Cross-Team Engagement
- Work closely with global IT, Infrastructure, Security, and HR teams on incidents, projects, and regional initiatives.
- Participate in incident reviews and contribute corrective action plans to prevent recurrence.
- Act as the regional IT point of contact for EMEA offices, building strong relationships with local stakeholders and office managers.
- Support onboarding and offboarding workflows across EMEA, including device provisioning, account setup, and access management.
Documentation & Knowledge Management
- Maintain detailed incident records, troubleshooting steps, and resolutions in the ITSM platform.
- Author and review knowledge base articles, runbooks, and SOPs to enable self-service and faster resolution across the team.
- Identify patterns in support demand and recommend system, process, or training improvements.
Team Contribution & Continuous Improvement
- Share knowledge openly within the team through documentation, informal coaching, and collaborative problem-solving.
- Lead or contribute to team training sessions, knowledge-transfer workshops, and technology walkthroughs.
- Ensure adherence to IT policies, security standards, and data protection requirements.
Required Skills & Qualifications
Experience
- 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility.
- Experience supporting users across multiple sites or countries, ideally within the EMEA region.
Technical Skills
- End-User Hardware: Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment.
- Operating Systems: Advanced proficiency with Windows 10/11 and macOS. Linux is a plus.
- Microsoft 365: Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite.
- Identity & Access: Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations.
- Endpoint Management: Intune, JAMF, for device enrolment, compliance, and patch management.
- Networking Basics: VPN, Wi-Fi, DNS, DHCP enough to isolate and resolve common connectivity issues.
- ITSM Tools: Solid understanding of ITSM processes (incident, request, change management) is essential; we use Jira Service Management and will support the right candidate in getting up to speed with the platform.
- Languages: English required; additional EMEA language(s) a strong advantage.
Soft Skills
- Clear verbal and written communication in English, able to support users of varying technical backgrounds across different cultures.
- Strong diagnostic and problem-solving skills with a calm, user-first attitude.
- Comfortable managing multiple requests across different time zones and office locations.
- Self-directed and reliable, able to operate with autonomy as the regional IT presence.
Education
- Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.
Preferred Skills & Certification
- Certifications: CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator); ITIL Foundation v4.
- Cloud & M365: Familiarity with Microsoft Azure, Intune, and Microsoft 365 administration.
- Cybersecurity: MFA, endpoint security, phishing awareness, and device compliance enforcement.
- Automation: Basic PowerShell scripting for user provisioning, reporting, or device management tasks.
- Languages: Additional European languages.