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.