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. <li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","4697778