Technical Support Specialist

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.