Technical Support Specialist

Foundry; Greater London; On-site; GBP 40,000 - 56,000; Full time

Job summary

Foundry is seeking a mid-level Technical Support Specialist to deliver hands-on end-user computing support across the EMEA region. You will troubleshoot hardware, software, and connectivity issues for users across multiple countries and time zones, while collaborating with global IT colleagues to improve services and security.

The role emphasizes autonomous work across a distributed region, with a strong focus on user experience and incident resolution, as well as ongoing documentation and

Qualifications

• 3–6 years in a desktop support or end-user computing role.
• Experience supporting users across multiple sites or countries, ideally within the EMEA region.
• Bachelor's degree in IT or equivalent professional experience.

Responsibilities

• Provide hands-on and remote desktop support across EMEA, covering hardware, software, peripherals, and connectivity issues.
• Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites.
• Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365.
• Coordinate with vendors for hardware replacements, warranty claims, and software licensing.
• Troubleshoot VPN, Wi-Fi, and office network access.
• Collaborate with global IT, Infrastructure, Security, and HR on incidents and projects.
• Document incidents with steps and resolutions in the ITSM platform; create knowledge articles.
• Support onboarding and offboarding workflows across EMEA, including device provisioning and access management.
• Assist with OS upgrades and rollout of new hardware across the region.

Skills

End-User Hardware

Operating Systems

Microsoft 365

Identity & Access

Endpoint Management

Networking Basics

ITSM Tools

Languages

Education

Bachelor's degree in Information Technology/Computer Science or equivalent

Tools

Jira Service Management

Intune

JAMF

Job description

TheTechnicalSupport Specialist is a hands-on member of a small, collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This mid-level role is primarily desktop-focused,covering hardware, software, and endpoint management for users across multiple countries and time zones. The ideal candidate brings 3-6 years of progressive desktop support experience, is comfortable working autonomously across a distributed region, and takes pride in delivering a consistently excellent user experience.

Key Responsibilities

Desktop Support & Troubleshooting

• Provide hands-on and remote desktop support to end users across EMEA, covering hardware, software, peripherals, and connectivity issues.
• Diagnose and resolve problems with laptops, desktops, docking stations, printers, and AV/conferencing equipment.
• Perform root cause analysis on recurring issues and implement lasting fixes or documented workarounds.
• Coordinate with vendors and third-party teams for hardware replacements, warranty claims, and software licensing.
• Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites.
• Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365.
• Deploy, patch, and maintain endpoint security using MDM/UEM tools (Intune, JAMF).
• Troubleshoot local and remote connectivity issues,including VPN, Wi-Fi, and office network access.
• Support the rollout of new hardware, OS upgrades, and standard software packages across the region.
• Work closely with global IT, Infrastructure, Security, and HR teams on incidents, projects, and regional initiatives.
• Participate in incident reviews and contribute corrective action plans to prevent recurrence.
• Act as the regional IT point of contact for EMEA offices, building strong relationships with local stakeholders and office managers.
• Support onboarding and offboarding workflows across EMEA, including device provisioning, account setup, and access management.

Documentation & Knowledge Management

• Maintain detailed incident records, troubleshooting steps, and resolutions in the ITSM platform.
• Author and review knowledge base articles, runbooks, and SOPs to enable self-service and faster resolution across the team.
• Identify patterns in support demand and recommend system, process, or training improvements.
• Share knowledge openly within the team through documentation, informal coaching, and collaborative problem-solving.
• Lead or contribute to team training sessions, knowledge-transfer workshops, and technology walkthroughs.
• Ensure adherence to IT policies, security standards, and data protection requirements.

Required Skills & Qualifications

Experience

• 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility.
• Experience supporting users across multiple sites or countries, ideally within the EMEA region.

Technical Skills

• End-User Hardware: Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment.
• Operating Systems: Advanced proficiency with Windows 10/11andmacOS.Linuxisa plus.
• Microsoft 365: Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite.
• Identity & Access: Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations.
• Endpoint Management: Intune, JAMF, for device enrolment, compliance, and patch management.
• Networking Basics: VPN, Wi-Fi, DNS, DHCP enough to isolate and resolve common connectivity issues.
• ITSM Tools: Solid understanding of ITSM processes (incident, request, change management) is essential; we use Jira Service Management and will support the right candidate in getting up to speed with the platform.
• Languages: English required; additional EMEA language(s) a strong advantage.

Soft Skills

• Clear verbal and written communication in English,able to support users of varying technical backgrounds across different cultures.
• Strong diagnostic and problem-solving skills with a calm, user-first attitude.
• Comfortable managing multiple requests across different time zones and office locations.
• Self-directed and reliable,able to operate with autonomy as the regional IT presence.

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.

Preferred Skills & Certification

• Certifications: CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator); ITIL Foundation v4.
• Cloud & M365: Familiarity with Microsoft Azure, Intune, and Microsoft 365 administration.
• Cybersecurity: MFA, endpoint security, phishing awareness, and device compliance enforcement.
• Automation: Basic PowerShell scripting for user provisioning, reporting, or device management tasks.
• Languages: Additional Europeanlanguages.