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Deliver responsive technical support for hardware, software, operating systems, business applications, and workplace technology, ensuring timely resolution of employee issues for the Malta office and EEA-region users.
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Provide first-line, user-facing support for our collaboration, productivity, and business applications, helping employees resolve day-to-day usage questions.
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Manage the local endpoint lifecycle — device provisioning, deployment, maintenance, troubleshooting, asset inventory, and secure device retirement — in line with Global IT standards and security policies.
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Partner with HR and hiring managers to deliver smooth onboarding and offboarding: device preparation, account provisioning, access requests, and introducing new employees to IT systems, security practices, and workplace technology.
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Serve as the primary point of contact for the local office's workplace technology, including conference room AV systems, video conferencing, VOIP, printers, CCTV, access control systems, and other office infrastructure.
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Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues, escalating to and collaborating with the Global IT Operations team on anything beyond first-line.
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Support Global IT initiatives, office moves, technology refreshes, and security projects as they affect the local office and the EEA region.
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Create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation, using AI-powered tools and automation to improve documentation quality and reduce repetitive work.
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Own the local end-user support experience: manage support requests, maintain SLA adherence, spot recurring issues, and suggest improvements to IT service delivery.