IT Support

Tiger Resourcing Group; Schöneck; Hybrid; EUR 45.000 - 65.000; Vollzeit

Zusammenfassung

Tiger Resourcing Group seeks an IT Support Technician EMEA to provide end user and second line technical support across the EMEA region. You will mentor Junior Technicians, handle complex incidents, and support Microsoft 365 and Intune environments while maintaining security standards and service quality.

Responsibilities include incident ownership, onboarding/offboarding, and working with IT Systems Administration to ensure platform stability.

Qualifikationen

• Minimum three years’ IT support or service desk experience.
• Experience handling escalated or complex support issues.
• Formal IT qualifications or equivalent experience preferred.

Aufgaben

• Provide advanced first and second line support for hardware, software, and collaboration tools across EMEA.
• Act as a technical escalation point for complex incidents before IT Systems Administrator involvement.
• Own incidents through to resolution with clear communication and documentation.

Kenntnisse

Troubleshooting

Office 365

Intune

Active Directory

PowerShell

VPN concepts

Team collaboration

Communication

Ausbildung

IT qualifications

Certifications desirable

Tools

Azure

VMware

Veeam

Jobbeschreibung

Reporting to: IT & Technical Manager EMEA

Supervisor: IT Support Team Leader EMEA

Position Summary

The IT Support Technician EMEA provides end user and second line technical support across the EMEA region. The role operates as a Senior technical contributor within the Support function, handling complex end user and endpoint issues, supporting Microsoft 365 and Intune based environments, mentoring Junior Technicians and owning incidents through to resolution while maintaining high service standards. You will be a bridge between frontline support and systems administration, without holding full platform ownership. The role prioritises service quality and improvement, operational reliability / platform stability and compliance with security standards to enhance user experience across the regional IT estate. You will work under the direction of the IT Support Team Leader and in collaboration with IT Systems Administration functions.

Key Responsibilities

End User Support and Service Delivery:

• Provide advanced first and second line support for hardware, software, collaboration tools and
  peripherals across EMEA.
• Act as a technical escalation point for complex incidents prior to IT Systems Administrator
  involvement.
• Own incidents through to resolution, ensuring clear communication, documentation and user
  satisfaction.
• Support the IT Support Team Leader with ticket flow management, prioritisation and SLA
  adherence.
• Identify recurring issues and contribute to root cause analysis and service improvement
  initiatives.

Endpoint and User Platform Operations:

• Administer Microsoft 365 user services including Exchange Online, Teams and SharePoint at an
  operational level.
• Support endpoint management using Intune, including compliance, application deployment and
  policy troubleshooting.
• Manage user lifecycle activities including onboarding, offboarding and access changes in Active
  Directory and Entra ID.
• Deliver device lifecycle activities including imaging, deployment, refresh and secure
• Maintain accurate asset and device records in line with audit and compliance requirements.

Infrastructure Exposure (Defined Scope):

• Perform operational administration tasks within Active Directory and Group Policy under defined
  standards.
• Support Windows Server environments through basic troubleshooting, service validation and
  patching support.
• Assist with virtualised environments and backup operations without holding platform
  ownership.
• Participate in infrastructure upgrades and technology refresh activities as a delivery contributor.
• Escalate architectural, systemic or third line issues appropriately to IT Systems Administrators.

Security, Compliance and Operational Discipline:

• Support endpoint security, antivirus remediation and vulnerability mitigation activities.
• Operate in alignment with ISO 27001, GDPR and internal security policies.
• Maintain technical documentation, support procedures and knowledge base articles.
• Follow change, access and audit processes to ensure traceability and control.
• Participate in on-call or out-of-hours support where required.

Skills and Competencies

• Strong customer service orientation with the ability to operate under pressure.
• Proven troubleshooting capability across end user, endpoint and identity platforms.
• Ability to work independently within defined technical boundaries.
• Clear written and verbal communication skills suited to technical and non-technical audiences.
• Strong organisational skills with the ability to manage multiple concurrent tasks.
• Demonstrates initiative and supports continuous improvement within the support function.

Technical Experience and Knowledge

Required:

• Windows 10 and Windows 11 enterprise support.
• Active Directory and Entra ID user and group management.
• Intune or equivalent endpoint management tooling.
• Networking fundamentals including DNS, DHCP, TCP IP, LAN and VPN concepts.
• Structured ticketing and incident management experience.
• Group Policy administration and troubleshooting.
• Windows Server operational support.
• Virtualisation platforms such as Azure, VMware or Hyper V.
• Backup and recovery tooling such as Veeam.
• Basic PowerShell scripting.
• Awareness of ISO 27001 and GDPR requirements.
• MacOS enterprise support.

Education and Experience

• Minimum three years’ experience in an IT support or service desk role.
• Demonstrated experience handling escalated or complex support issues.
• Formal IT qualifications or equivalent experience preferred. Certifications and Licences
• Relevant vendor or industry certifications desirable but not mandatory.
• Valid driver’s licence and clean driving record.
• Valid passport and willingness to travel.
• Must be able to pass BS7858 vetting.

Physical Demands and Work Environment

• Hybrid working pattern with on-site support duties and occasional travel across EMEA offices.