Technical Support Specialist

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.

• 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 , 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.

• 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.

• End-User Hardware: Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment.
• Operating Systems: Advanced proficiency with Windows 10/11andmacOS.Linuxisa plus.
• Microsoft 365: Outlook, Teams, SharePoint, One Drive confident supporting and troubleshooting the full suite.
• Identity & Access: Active Directory, Azure AD / Entra , 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.
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