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.

  Skills & Tags

  azureaimobiledata