At a Glance
- Tasks: Provide top-notch desktop support to users across EMEA, solving hardware and software issues.
- Company: Join a dynamic IT team in a collaborative environment focused on user experience.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Be part of a supportive team with excellent career advancement opportunities.
- Why this job: Make a real difference by enhancing user experiences and solving tech challenges.
- Qualifications: 3-6 years in desktop support with strong problem-solving skills and tech knowledge.
The predicted salary is between 35000 - 45000 £ per year.
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
- 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 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.
- 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.
- 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: Confident supporting and troubleshooting the full suite including Outlook, Teams, SharePoint, OneDrive.
- 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.
- 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.
Technical Support Specialist employer: FOUNDRY
As a Technical Support Specialist at our company, you will join a dynamic and collaborative IT team dedicated to providing exceptional end-user support across the EMEA region. We pride ourselves on fostering a supportive work culture that encourages professional growth through continuous learning opportunities and knowledge sharing. With a focus on employee well-being and a commitment to innovation, we offer a unique environment where your contributions are valued and recognised, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FOUNDRY values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges FOUNDRY might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at FOUNDRY!
✨Direct Apply to FOUNDRY
Let's not forget to apply directly through the FOUNDRY website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FOUNDRY.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FOUNDRY. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FOUNDRY
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
