As part of a forward-thinking IT organization that embraces AI-native operations and automation, you will not only resolve technical issues but also contribute to building smarter, faster, and more self-service-driven IT support. The ideal candidate combines strong technical fundamentals with a service-first mindset and a genuine curiosity for AI and automation.
What youll do:
Technical Support & Troubleshooting.
Provide technical support globally across all our offices, with primary focus on your assigned region (EMEA).
Diagnose and resolve hardware, software, and connectivity issues across macOS and Windows environments.
Troubleshoot Tier 1 office network and connection issues, escalating complex problems to the appropriate team.
Install, configure, and troubleshoot end-user devices, software, and peripherals.
Provide technical support for video conferencing (Google Meet, Zoom, Zoom Rooms, Neat), audio/visual setups, and company events
Service Management.
Manage and respond to service requests efficiently via the IT ticketing system, ensuring thorough documentation of all interactions.
Prioritize incidents and requests in alignment with Service Level Agreements (SLAs).
Walk colleagues through problem-solving processes and provide clear guidance on IT products and services.
Escalate unresolved issues to the next level of support with complete context and documentation.
Operations & Continuous Improvement.
Facilitate IT onboarding and offboarding processes, ensuring a smooth employee lifecycle experience.
Maintain accurate IT asset inventory and support asset lifecycle management.
Create and maintain knowledge base articles and technical documentation for the team and self-service channels.
Identify and suggest improvements to IT procedures, workflows, and automation opportunities.
Leverage AI tools and automation to improve support efficiency, reduce resolution times, and enhance the employee experience.
What you have:
2+ years of experience in an IT Service Desk or Help Desk role in a company with 500+ employees.
Hands-on experience with hybrid OS environments (macOS and Windows).
Proven ability to diagnose and resolve a broad range of technical issues.
Strong customer orientation with a track record of delivering excellent service.
Familiarity with AI tools (e.g., Claude, Gemini, GPT, Other AI assistants, chatbots, copilots) and a demonstrated willingness to adopt AI in daily workflows.
Experience with MDM platforms (e.g., Kandji, Intune) and identity/access management tools (e.g., Okta).
Knowledge of AV technologies, including Google Meet, Zoom, Zoom Rooms, and Neat devices.
Solid problem-solving, analytical, and organizational skills.
Ability to work independently under pressure while following established best practices.
Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
Professional fluency in English (written and spoken).
Bonus Points:
Experience working in a SaaS or cloud-native technology company.
Familiarity with IT automation and workflow tools (e.g., Make.com, Zapier, scripting).
Experience with G-Suite administration and Slack.
Background in investigating and troubleshooting network-related issues.
Experience contributing to or building AI-powered solutions (chatbots, automated knowledge bases).
Being introduced by our team member.
