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About the Role
The Desktop Support Technician ensures employees have reliable technology and responsive support, acting as the primary IT point of contact for local offices. This role combines technical expertise with exceptional customer service to troubleshoot hardware and software issues, maintain IT equipment, and proactively resolve technical challenges, contributing directly to employee productivity and organizational success.
Responsibilities
- Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).
- Provide a high standard of IT Services Support onsite and remotely.
- Configure and deploy desktops, laptops, and mobile devices.
- Provide input on IT strategies and OKRs related to support efficiency.
- Utilize and contribute to IT support documentation and SOP’s.
- Assist with network connectivity issues.
- Maintain an accurate inventory of all IT equipment and software licenses.
- Administer and grant Access Permissions to users.
- Onboard new starters and deliver IT Inductions.
- Provide end-user training and support for IT systems and applications.
- Collaborate with other IT team members to improve support processes.
- Support and contribute to both internal and external company events.
- Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.
- Ensure all tickets are resolved within defined SLA’s (Service Level Agreements).
- Provide AV support in Meeting Rooms.
Requirements
- 3-5 years of experience in a desktop support or similar role.
- Familiarity with network configurations and protocols.
- Knowledge of IT security best practices.
- C1 - C2 English level
Skills
- Troubleshooting hardware and software issues
- Maintaining and deploying IT equipment
- Customer service
- Network configurations and protocols
- Operating systems (Windows, macOS, iOS)
- IT security best practices
- Jira Service Management (JSM) ticketing system
- AV support
Location
- London
- Madrid
- Lausanne
- Warsaw
Work Type
- Onsite
- In-person collaboration
Experience Level
- 3-5 years of experience
Education Level
- Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (preferred)
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician)
Benefits
- Extra wellbeing days on top of your annual leave allowance
- Up to 3 paid volunteering days each year
- 24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)
- Learning & development support via the Frontiers Learning Hub
About the Company
- Frontiers actively embraces diversity and is a safe and welcoming workplace.
- With employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.
Equal Opportunity
- Recruitment is free from discrimination – including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation.