IT Services Specialist

Role & responsibilities

Advanced Support (L2/L3)

• Serve as the escalation point for complex incidents that cannot be resolved by the Global Helpdesk or junior Desktop Specialists.
• Troubleshoot, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues.
• Provide hands-on and remote support to users across EMEA, including delivering VIP and executive support with discretion and urgency.
• Coordinate with L3/L4 global teams for advanced troubleshooting and ensure timely incident resolution.
• Perform installations, maintenance, and repair work on client computing hardware and software.

Operational Service Delivery

• Support end-user device lifecycle: deployment, operations/support, updates, and retirement.
• Manage onboarding/offboarding tasks including device preparation, account setup, and new hire orientation support.
• Maintain accurate asset and software inventory within ServiceNow.
• Support mobile devices (iOS, Android) including management via Intune Endpoint Management.
• Configure, maintain, and support Dell PCs, MacBooks, peripherals, and related hardware.
• Support and maintain audio/visual equipment and meeting room technologies (Zoom, Teams).
• Perform routine administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint.
• Provide on-site support as needed, including assisting with IT equipment moves and office relocations.
• Participate in after-hours or on-call rotations based on business needs.
• Manage hardware order processing, invoice coding, and charge-back procedures in the financial system.

Team Support & Leadership

• Provide guidance and support to junior Desktop team members on ticket prioritization and handling.
• Assist with onboarding and training of new team members, supporting skill development and process adherence.
• Act as deputy when the team manager is unavailable.

Compliance, Quality & Continuous Improvement

• Adhere to SOX, ISO9001:2008, ISO27001, and corporate compliance requirements.
• Maintain up-to-date documentation for support processes, workflows, and operational procedures.
• Identify recurring issues and contribute to improvements in processes, knowledge articles, and service workflows.
• Drive improvements in MTTR, SLA compliance, and first-time resolution through disciplined troubleshooting.

AI & Modern Support Enablement

• Use AI-powered diagnostic tools, automated scripts, and virtual agents to accelerate issue resolution.
• Provide feedback to enhance automated knowledge content and chatbot-driven deflection.
• Support zero-touch and modern provisioning workflows (Autopilot, Intune) under guidance from engineering teams.
• Review and interpret endpoint analytics dashboards to help identify emerging support trends.

Cross-Functional Collaboration

• Work closely with Global IT, Security, HR, and Facilities to ensure smooth service delivery across the region.
• Support regional IT initiatives, infrastructure deployments, and business events requiring IT presence.

Minimum Requirements:

• 4-5 years experience of troubleshooting, configuring, and repairing computer hardware, printers, software, network connectivity and operating systems.
• Strong customer service focus and interpersonal skills is a must.
• Experience with onboarding, training and supervising more junior team members
• Excellent communication skills, both written and verbal in English, with the ability to create rapport with clients, delivering a high level of customer service. The ability to communicate effectively face to face and in writing with people at various levels in an organization is crucial.
• Ability to work under own initiative with limited guidance being required in own area of knowledge.
• Demonstrate aptitude for continuous learning and innovative thinking.
• Able to work with peers on a global scale.
• Able to work and communicate effectively with more senior IT and business staff
• Proficiency with Windows OS is required.
• Experience of supporting mobile devices is preferred (i.e. tablets, smart phones, soft phones etc.).
• A+ or Microsoft certification preferred.
• Experience with Mac and Linux OS is preferable.
• ITIL foundation certification is desirable.
• Azure AD, Active Directory, Intune, Autopilot, Microsoft Office 365, Basic understanding of TCP/IP connectivity, VPN clients and connectors, Mac OS 10.x and above, Windows 10 and above.
• Audio and Visual – Zoom
• Experience with hardware ordering and invoicing