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IT Specialist, EMEA & Global Support
LondonSource: WhatJobs
£40,000–£58,000
Monitor, triage, and resolve helpdesk requests in Jira Service Management, Slack channels, and email
Provide timely acknowledgments and updates within defined SLAs to end-users worldwide
Troubleshoot OS, connectivity, application, and endpoint issues on macOS, Windows, and Linux devices
Collaborate with Workplace, Engineering Operations, HR, and Security teams on office moves, A/V setups, communications initiatives, and security enforcement
Provision, audit, and de-provision user accounts and application access according to onboarding and offboarding policies
Administer Google Workspace, Slack, Atlassian, Okta, JumpCloud, and CrowdStrike Endpoint
Enforce security policies and support GDPR compliance and data privacy standards across EMEA
Document support activities, technical specifications, and troubleshooting procedures in Confluence
Create user guides and run training sessions for non-technical staff
Prepare, configure, store, and deploy Mac and Windows laptops using zero-touch workflows
Inventory new and returned hardware and manage international shipping, customs documentation, and retrievals across EMEA
Inspect, troubleshoot, and recondition used computers for reuse or certified e-waste disposal/sanitization
Handle physical movement of equipment
Requirements
Prior experience providing technical customer support or a technical and customer-centric attitude
5+ years of relevant experience in Helpdesk, Desktop Support, or System Administration
Hands-on experience supporting and troubleshooting macOS and Windows environments
Practical experience administering Google Workspace, Slack, Atlassian (Jira/Confluence), Okta, JumpCloud, and CrowdStrike Endpoint
Prior experience administering Google Suite, Slack, Atlassian, and JumpCloud MDM
Proven ability to manage hardware inventory and cross-border shipping/receiving via international carriers
Solid understanding of information security best practices and GDPR compliance requirements within EMEA
Excellent verbal and written communication skills with a strong customer-service attitude and collaborative spirit
Ability to lift up to 30 lbs for inventory handling and logistics
Flexibility to participate in an on-call rotation and work during holidays as operational needs require
Bachelor’s degree in Computer Information Systems, Information Technology, or related field, or equivalent practical experience
Working knowledge of desktop operating systems, business software ecosystems, and network infrastructure
Proficiency in leveraging AI tools for IT support
Understanding of zero-touch deployment, including Apple Business Manager and Autopilot
Familiarity with automated compliance policies within JumpCloud/MDM platforms
Experience or familiarity with Python, Google Apps Script, Bash, or PowerShell
Preferred certifications include CompTIA A+, Okta Certified Administrator, JumpCloud Core/Advanced Certification, Google Workspace Administrator, or Atlassian Certified Associate
Core Competencies
Demonstrates expertise in technical customer support, particularly in managing helpdesk requests and troubleshooting across macOS and Windows environments. Proficient in administering tools like Google Workspace, Slack, and Atlassian while ensuring compliance with GDPR and security best practices.
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