IT Support Technician EMEA
Reporting to: IT & Technical Manager EMEA
Supervisor: IT Support Team Leader EMEA
Position Summary
The IT Support Technician EMEA provides end user and second line technical support across the
EMEA region. The role operates as a Senior technical contributor within the Support function,
handling complex end user and endpoint issues, supporting Microsoft 365 and Intune based
environments, mentoring Junior Technicians and owning incidents through to resolution while
maintaining high service standards. You will be a bridge between frontline support and systems
administration, without holding full platform ownership. The role prioritises service quality and
improvement, operational reliability / platform stability and compliance with security standards to
enhance user experience across the regional IT estate. You will work under the direction of the IT
Support Team Leader and in collaboration with IT Systems Administration functions.
Key Responsibilities
End User Support and Service Delivery:
•Provide advanced first and second line support for hardware, software, collaboration tools and
peripherals across EMEA.
•Act as a technical escalation point for complex incidents prior to IT Systems Administrator
involvement.
•Own incidents through to resolution, ensuring clear communication, documentation and user
satisfaction.
•Support the IT Support Team Leader with ticket flow management, prioritisation and SLA
adherence.
•Identify recurring issues and contribute to root cause analysis and service improvement
initiatives.
Endpoint and User Platform Operations:
•Administer Microsoft 365 user services including Exchange Online, Teams and SharePoint at an
operational level.
•Support endpoint management using Intune, including compliance, application deployment and
policy troubleshooting.
•Manage user lifecycle activities including onboarding, offboarding and access changes in Active
Directory and Entra ID.
•Deliver device lifecycle activities including imaging, deployment, refresh and secure
decommissioning.
•Maintain accurate asset and device records in line with audit and compliance requirements.
Infrastructure Exposure (Defined Scope):
•Perform operational administration tasks within Active Directory and Group Policy under defined
standards.
•Support Windows Server environments through basic troubleshooting, service validation and
patching support.•Assist with virtualised environments and backup operations without holding platform
ownership.
•Participate in infrastructure upgrades and technology refresh activities as a delivery contributor.
•Escalate architectural, systemic or third line issues appropriately to IT Systems Administrators.
Security, Compliance and Operational Discipline:
•Support endpoint security, antivirus remediation and vulnerability mitigation activities.
•Operate in alignment with ISO 27001, GDPR and internal security policies.
•Maintain technical documentation, support procedures and knowledge base articles.
•Follow change, access and audit processes to ensure traceability and control.
•Participate in on-call or out-of-hours support where required.
Skills and Competencies
•Strong customer service orientation with the ability to operate under pressure.
•Proven troubleshooting capability across end user, endpoint and identity platforms.
•Ability to work independently within defined technical boundaries.
•Clear written and verbal communication skills suited to technical and non-technical audiences.
•Strong organisational skills with the ability to manage multiple concurrent tasks.
•Demonstrates initiative and supports continuous improvement within the support function.
Technical Experience and Knowledge
Required:
•Windows 10 and Windows 11 enterprise support.
•Microsoft 365 user administration.
•Active Directory and Entra ID user and group management.
•Intune or equivalent endpoint management tooling.
•Networking fundamentals including DNS, DHCP, TCP IP, LAN and VPN concepts.
•Structured ticketing and incident management experience.
Desirable:
•Group Policy administration and troubleshooting.
•Windows Server operational support.
•Virtualisation platforms such as Azure, VMware or Hyper V.
•Backup and recovery tooling such as Veeam.
•Basic PowerShell scripting.
•Awareness of ISO 27001 and GDPR requirements.
•MacOS enterprise support.
Education and Experience
•Minimum three years’ experience in an IT support or service desk role.
•Demonstrated experience handling escalated or complex support issues.
•Formal IT qualifications or equivalent experience preferred.Certifications and Licences
•Relevant vendor or industry certifications desirable but not mandatory.
•Valid driver’s licence and clean driving record.
•Valid passport and willingness to travel.
•Must be able to pass BS7858 vetting.
Physical Demands and Work Environment
•Hybrid working pattern with on-site support duties and occasional travel across EMEA offices.