Job Scope
The Regional IT Support Engineer is an office based role, responsible for delivering day-to-day technical support across end user ICT infrastructure and core productivity tools.
The role requires a strong combination of technical troubleshooting skills and a customer-focused approach, supporting both onsite and remote users. This includes managing and supporting modern workplace technologies, endpoint devices, cloud platforms, and collaboration tools, while ensuring alignment with global IT standards and processes.
The role also involves proactive identification of recurring issues, contributing to process improvements, and working closely with regional and global IT teams to maintain a stable and efficient IT environment.
Key Responsibilities
- Provide end-to-end support for endpoint devices (hardware and software) for users across the Europe region, both onsite and remotely (some travel to Netherlands may be required on an ad hoc basis)
- Manage and resolve IT requests and incidents through ITSM tools in line with global IT guidelines and SLAs
- Support Microsoft 365 services including user administration, access management, and collaboration tools (Exchange, SharePoint, Teams, OneDrive)
- Assist Global IT teams with infrastructure, cloud, and on-premises activities including updates, patching, and configuration
- Support regional network environments and collaborate with Global IT on LAN/WAN-related issues
- Ensure all IT activities follow global standards, security policies, and operational guidelines
- Maintain accurate documentation of processes, fixes, and knowledge articles to support knowledge sharing
- Contribute to continuous improvement by identifying recurring issues and suggesting process, documentation, or automation enhancements
- Support cybersecurity initiatives and ensure adherence to global security policies across the region
- Provide support for remote working technologies including VPN and remote access solution
Qualifications/Experience
- Degree in any ICT discipline with additional skills and knowledge in modern workplace environments and cloud technologies recommended
- 3+ years working as IT Onsite support or similar roles
- Experience using ITSM platforms (Incident, Tickets, SLAs)
- Strong understanding of Microsoft end user technologies and applications
- Strong understanding of Microsoft endpoint devices
- Strong understanding of Microsoft infrastructure platforms (Azure, Active Directory) MCSA or equivalent
- Experience with Remote/Virtual Desktop Services
- Experience in IT Cybersecurity including technologies and frameworks
- Experience in Azure Cloud
Skills/Attributes
- Strong troubleshooting and problem-solving skills
- Ability to work independently and as part of a team
- Clear and effective communication skills (written and verbal)
- Ability to prioritise and manage multiple tasks effectively
- Customer-focused approach with strong attention to detail
- Available to work from the office and also travel to our Netherlands site if required