Provide onsite IT support for employees based in the office. Prepare laptops and devices for new hires and replacement equipment. Wipe, configure, and deploy Windows and macOS machines. Support regional device deployments, office IT setup, asset activities, and employee support requirements. Assist with IT initiatives, migrations, hardware refreshes, and operational improvements across EMEA. Assist with employee onboarding, including device setup, account access, IT orientation, and basic troubleshooting. Organize IT storage areas and maintain local hardware inventory. Ensure office IT equipment is available, organized, tracked, and ready for business needs. Support local IT activities, office moves, desk setups, and device-related requests. Manage IT equipment shipments across Europe, excluding the UK. Coordinate equipment shipments, collections, replacements, and redeployment activities. Support U.S. asset collection requests by coordinating equipment retrieval and tracking. Work with internal teams, employees, and logistics providers such as DHL and FedEx to ensure timely delivery and collection of IT equipment. Support inventory accuracy through regular updates in IT asset management systems. Support the Tier 1 ticket queue by resolving issues or routing tickets to the appropriate teams. Provide technical support through phone, chat, and ServiceNow tickets. Troubleshoot hardware, software, access, device management, network, and endpoint-related issues. Support and use systems including ServiceNow, ARS, ITAM, Intune, JAMF, Absolute, Entra, Zscaler, BeyondTrust, PingOne, DHL, and FedEx. Provide timely communication and updates to employees and internal stakeholders. Support legacy platforms such as ShareFile, Amazon Workspaces, and Immedis Active Directory. Troubleshoot access, account, device, and application issues related to legacy systems. Participate in multi-admin approval processes as required. Collaborate with global IT teams to ensure consistent support standards. 8+ experience in onsite IT support, desktop support, or service desk support. Hands-on experience preparing, wiping, configuring, and deploying laptops and endpoint devices. Experience supporting Windows and macOS devices. Familiarity with ServiceNow or similar ITSM platforms. Understanding of IT asset management and hardware inventory processes. Experience coordinating equipment shipments, collections, and logistics. Working knowledge of endpoint and access management tools such as Intune, JAMF, Entra, Zscaler, BeyondTrust, PingOne, Absolute, or similar platforms. Ability to troubleshoot common hardware, software, network, access, and endpoint issues. Strong communication and customer service skills. Ability to manage multiple tasks and prioritize work based on urgency and business impact. Good documentation and process-following skills. Experience supporting international or EMEA-based IT operations. Experience with DHL, FedEx, or similar shipping/logistics platforms. Knowledge of ShareFile, Amazon Workspaces, and Active Directory. Experience supporting legacy IT environments or acquired company platforms. Familiarity with onboarding/offboarding processes. Understanding of SLA-based support and escalation management. Willingness to travel across EMEA as required. Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. Relevant IT certifications such as ITIL Foundation, Microsoft, Jamf, CompTIA A+, Network+, or similar certifications are preferred. Key Competencies Strong ownership and accountability. Customer-focused approach. Good troubleshooting and problem-solving skills. Ability to work independently and as part of a global team. Strong organizational skills and attention to detail. Adaptability and willingness to support both modern and legacy IT environments. Ability to work in a fast-paced, multi-location support environment.
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