- Monitor, triage, and resolve helpdesk requests in Jira Service Management, Slack channels, and email
- Provide timely acknowledgments and updates within defined SLAs to end-users worldwide
- Troubleshoot OS, connectivity, application, and endpoint issues on macOS, Windows, and Linux devices
- Collaborate with Workplace, Engineering Operations, HR, and Security teams on office moves, A/V setups, communications initiatives, and security enforcement
- Provision, audit, and de-provision user accounts and application access according to onboarding and offboarding policies
- Administer Google Workspace, Slack, Atlassian, Okta, JumpCloud, and CrowdStrike Endpoint
- Enforce security policies and support GDPR compliance and data privacy standards across EMEA
- Document support activities, technical specifications, and troubleshooting procedures in Confluence
- Create user guides and run training sessions for non-technical staff
- Prepare, configure, store, and deploy Mac and Windows laptops using zero-touch workflows
- Inventory new and returned hardware and manage international shipping, customs documentation, and retrievals across EMEA
- Inspect, troubleshoot, and recondition used computers for reuse or certified e-waste disposal/sanitization
- Handle physical movement of equipment
Requirements
- Prior experience providing technical customer support or a technical and customer-centric attitude
- 5+ years of relevant experience in Helpdesk, Desktop Support, or System Administration
- Hands-on experience supporting and troubleshooting macOS and Windows environments
- Practical experience administering Google Workspace, Slack, Atlassian (Jira/Confluence), Okta, JumpCloud, and CrowdStrike Endpoint
- Prior experience administering Google Suite, Slack, Atlassian, and JumpCloud MDM
- Proven ability to manage hardware inventory and cross-border shipping/receiving via international carriers
- Solid understanding of information security best practices and GDPR compliance requirements within EMEA
- Excellent verbal and written communication skills with a strong customer-service attitude and collaborative spirit
- Ability to lift up to 30 lbs for inventory handling and logistics
- Flexibility to participate in an on-call rotation and work during holidays as operational needs require
- Bachelor’s degree in Computer Information Systems, Information Technology, or related field, or equivalent practical experience
- Working knowledge of desktop operating systems, business software ecosystems, and network infrastructure
- Proficiency in leveraging AI tools for IT support
- Understanding of zero-touch deployment, including Apple Business Manager and Autopilot
- Familiarity with automated compliance policies within JumpCloud/MDM platforms
- Experience or familiarity with Python, Google Apps Script, Bash, or PowerShell
- Preferred certifications include CompTIA A+, Okta Certified Administrator, JumpCloud Core/Advanced Certification, Google Workspace Administrator, or Atlassian Certified Associate
Core Competencies
Demonstrates expertise in technical customer support, particularly in managing helpdesk requests and troubleshooting across macOS and Windows environments. Proficient in administering tools like Google Workspace, Slack, and Atlassian while ensuring compliance with GDPR and security best practices.
Highest-signal resume keywords
- Helpdesk Support
- Technical Troubleshooting
- Google Workspace Administration
- GDPR Compliance
- Inventory Management
Hard Skills
- MacOS Support
- Windows Support
- Linux Support
- Python
- Google Apps Script
- Bash
- PowerShell
- Zero-Touch Deployment
- Automated Compliance Policies
- Network Infrastructure
Soft Skills
- Customer-Service Attitude
- Verbal Communication
- Written Communication
- Collaboration
- Flexibility
Certifications & Qualifications
- CompTIA A+
- Okta Certified Administrator
- JumpCloud Core Certification
- JumpCloud Advanced Certification
- Google Workspace Administrator
- Atlassian Certified Associate
Industry Keywords
- Helpdesk
- Desktop Support
- System Administration
- Information Security
- Data Privacy Standards
- EMEA
- Onboarding Policies
- Offboarding Policies
- Technical Customer Support
- Hardware Inventory Management
Tools & Technologies
- Jira Service Management
- Slack
- Atlassian
- Okta
- JumpCloud
- CrowdStrike Endpoint
- Confluence
- Apple Business Manager
- A/V Setup
- Customs Documentation
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IT Specialist, EMEA & Global Support employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
