Enterprise Support Specialist – EMEA

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Address incoming support and service requests through Jira Service Management tickets within established SLAs.

• Provision end-user systems and services using the appropriate tools and automation, adhering to designated SLAs.

• Order hardware and software from approved vendors.

• Maintain a precise asset inventory while complying with asset management policies.

• Manage and troubleshoot Apple, Windows, and mobile endpoints utilizing JAMF, Intune, and Active Directory.

• Administer user accounts in Okta, Active Directory, Salesforce, and other associated systems.

• Contribute to service enhancement initiatives and updates to documentation.

• Develop processes for Service Desk Tier I support.

• Provide initial incident triage and escalate issues to Tier 2 Infrastructure, Security, Salesforce Administrators, and Web Support teams.

• Collaborate with business and IT professionals to ensure efficient technology service delivery.

• Implement ITIL practices and agile methodologies for the delivery of technology services and ongoing improvement.

• Support application configuration, change management, and procurement in line with security best practices.

• Promote the ISC2 employee culture and support organizational inclusion objectives.

• Perform additional duties as assigned.

⛳️ Requirements

• A degree in Information Technology is required, or alternatively, a GCSE, High School diploma, GED, or regional equivalent along with a minimum of six (6) years of IT service desk experience in place of a degree.

• At least four (4) years of IT service desk experience is required, ideally within an ITIL-based enterprise service desk environment.

• Experience with installation, configuration, and troubleshooting of Apple MacBook and Windows PC hardware, including workstations, laptops, tablets, smartphones, and printers.

• A minimum of one (1) year of experience in supporting Office 365 and Adobe suites.

• At least one (1) year of experience with Jira Service Management ticket handling.

• Capability to work independently as a Support Desk agent during EMEA business hours.

• Familiarity with ITIL practices and agile techniques is necessary.

• Knowledge of security best practices impacting application configuration, change management, and procurement.

• Ability to manage and troubleshoot Apple, Windows, and mobile endpoints.

• Experience or familiarity with JAMF, Intune, Active Directory, Okta, and Salesforce workflows and administration.

• Strong problem-solving and analytical abilities.

• Excellent interpersonal, customer service, oral and written communication, presentation, and organizational skills.

• Ability to convey complex problems in simple terms.

• Capability to work independently with minimal supervision and collaboratively as part of a team.

• Current industry certifications are preferred, including A+, ITIL, ISC2 CC, Apple, Jamf 100+, and Intune.

• Ability to regularly transport and/or lift up to 50 lbs. of equipment or packages.

• Willingness to work normal and extended hours, including evenings and weekends as needed, and participate in an on-call rotation.

🏝️ Benefits

• Comprehensive benefits package (details provided via linked benefits information).

• Inclusive and equitable work environment.

• Opportunities for functional cross-training and personal growth.

• Opportunities to develop a robust IT skillset.

• Participation in an on-call rotation, typically once a month.