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.