We are seeking a customer-focused IT Support Technician to serve as the primary point of contact for technical support across our European and UK operations. This role combines strong technical expertise with exceptional service delivery, providing both onsite and remote support to ensure a seamless technology experience for employees.
As a key member of our European IT operations team, you will manage the full ticket lifecycle, collaborate with global IT teams, and build trusted relationships with end users through responsive, professional support. This position offers the opportunity to deepen your experience in enterprise IT operations while developing toward future service desk leadership responsibilities.
Key Responsibilities
Own the Service Desk Experience
* Act as the first point of contact for all IT support requests across European and UK locations, managing the helpdesk ticket queue with timely resolution and clear communication.
* Provide both onsite deskside support and remote troubleshooting assistance while maintaining accurate ticket documentation in accordance with established procedures.
* Monitor recurring issues and proactively escalate situations that could impact resolution timelines or business operations.
* Deliver a positive support experience by communicating clearly, professionally, and empathetically with users at all technical skill levels.
Deliver Technical Support
* Support users across a wide range of IT systems and technologies, including desktop applications, productivity tools, operating systems, and business applications.
* Manage user accounts, permissions, and access within enterprise platforms such as Active Directory, ERP systems, warehouse management systems, and database-driven applications.
* Maintain IT asset inventory, including equipment tagging, hardware tracking, configuration documentation, and coordination with external vendors.
* Troubleshoot hardware, software, printer, connectivity, and application-related issues in a fast-paced business environment.
Qualifications & Experience
Required Experience
* Previous experience in a formal service desk, helpdesk, or IT support environment where ticket quality, response times, and customer satisfaction were key performance measures.
* Experience working within Windows enterprise environments, including Active Directory administration and user account management.
* Experience supporting users across multiple sites or distributed environments, including remote troubleshooting.
* Background supporting enterprise or business-critical applications such as ERP, CRM, warehouse management, or manufacturing systems.
Technical Skills
* Strong troubleshooting skills across hardware, software, networking, and application support.
* Understanding of networking fundamentals, including the ability to distinguish between device, network, and application-related issues.
* Familiarity with IP phone systems, including user support for moves, adds, and changes.
* Experience supporting Microsoft productivity environments and standard enterprise desktop technologies.
* Ability to train and support end users with varying levels of technical proficiency.