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About the Role
The Technical Support Specialist is a mid-level, desktop-focused role within a collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This role covers hardware, software, and endpoint management for users across multiple countries and time zones, requiring 3-6 years of progressive desktop support experience and the ability to work autonomously.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Advanced proficiency with Windows 10/11 and macOS.
- Confident supporting and troubleshooting the full Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive).
- Experience with Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations.
- Experience with Intune, JAMF, for device enrolment, compliance, and patch management.
- Basic understanding of VPN, Wi-Fi, DNS, DHCP sufficient to isolate and resolve common connectivity issues.
- Solid understanding of ITSM processes (incident, request, change management).
- English required; additional EMEA language(s) a strong advantage.
- 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.
Skills
- End-User Hardware Support
- Operating Systems (Windows, macOS)
- Microsoft 365
- Identity & Access Management (Active Directory, Azure AD / Entra ID, Group Policy, SSO)
- Endpoint Management (Intune, JAMF)
- Networking Basics (VPN, Wi-Fi, DNS, DHCP)
- ITSM Tools (Jira Service Management)
- Communication
- Problem-Solving
- Time Management
- Autonomy
- Linux (plus)
- CompTIA A+
- CompTIA Network+
- Microsoft MD-102
- ITIL Foundation v4
- Microsoft Azure
- Cybersecurity (MFA, endpoint security, phishing awareness, device compliance)
- PowerShell Scripting
Location
- EMEA region
Work Type
- Full-time
- Hybrid
Experience Level
- Mid-level
- 3-6 years
Education Level
- Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.