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.
- 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.
Team Contribution & Continuous Improvement
- 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: Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite.
- 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 and will support the right candidate in getting up to speed with the platform.
- 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.
Skills Required
- 3-6 years desktop/end-user computing or field IT support experience
- Experience supporting users across multiple sites/countries (EMEA experience preferred)
- Hands-on support for laptops, desktops, docking stations, printers, AV/conferencing equipment
- Advanced proficiency with Windows 10/11 and macOS (Linux a plus)
- Microsoft 365 suite support (Outlook, Teams, SharePoint, OneDrive)
- Identity and access administration: Active Directory, Azure AD / Entra ID, Group Policy, SSO integrations
- Endpoint management and security with MDM/UEM tools (Intune, JAMF)
- Networking fundamentals: VPN, Wi‑Fi, DNS, DHCP troubleshooting
- Familiarity with ITSM processes (incident/request/change management) and use of Jira Service Management
- Fluent verbal and written English; additional EMEA languages advantageous
- Bachelor's degree in IT/Computer Science or equivalent professional experience
- Strong diagnostic, communication, and ability to work autonomously across time zones
- CompTIA A+, Network+ certifications (preferred)
- Microsoft MD-102 (Endpoint Administrator) and ITIL Foundation v4 (preferred)
- Basic PowerShell scripting for provisioning, reporting, or device management (preferred)
- Familiarity with Azure and Microsoft 365 administration and endpoint security/MFA concepts (preferred)
What We Do
Foundry is at the intersection of media and martech. Our industry is about people, not machines. Algorithms, optimization and automation play a role in what we do, but connections and trusted relationships are vital. We derive fully-consented data from our ecosystem of global editorial brands, awards, and events, and use it to power our media, demand generation and martech solutions making them among the most effective in the market. We’re passionate about the fact that tech can be a force for good. Leveraged wisely, it can have a hugely positive influence, and to this end we’re driving progress globally in a number of areas, including diversity and inclusion, tech accessibility and women in leadership, both at our company and through our channels. We are Foundry.
