The Role
As a Senior On-Site Technology Support Specialist, you will provide high-quality on-site technical support to employees across the region, ensuring the reliable operation of devices, applications, audio-visual systems, and core workplace technologies.
You will act as an escalation point for complex technical issues, mentor junior analysts, and lead key operational support functions including incident management, ticket queue oversight, and continuous service improvement initiatives.
You will play a critical role in enhancing customer satisfaction, improving first-time resolution rates, and ensuring operational consistency across the support organization.
Key Responsibilities
Operational Support & Incident Management
Diagnose, troubleshoot, and resolve on-site and remote incidents with full ownership through to resolution.
Serve as the primary escalation point for complex or high-impact technical issues.
Manage ticket distribution, prioritization, and workload balancing within the local support team.
Ensure timely and effective communication with end users and stakeholders.
Maintain consistent service desk coverage during operational hours.
Support desktop environments (Windows, macOS, and virtualized desktops), mobile devices, and core business applications.
Perform imaging, deployment, and installation of workstations, laptops, and peripherals.
Maintain and update asset management and inventory systems.
Endpoint Management (Microsoft Intune)
Administer and support Microsoft Intune for device enrollment, configuration, and lifecycle management.
Deploy applications, patches, and security policies using Intune / Endpoint Manager.
Configure and support Windows Autopilot for device provisioning and onboarding.
Implement and manage compliance policies, conditional access, and endpoint security configurations.
Support mobile device management (iOS/Android) using Intune or equivalent MDM platforms.
Audio-Visual & Unified Communications Support
Support and troubleshoot AV systems, including video/audio conferencing, controllers, projectors, and meeting-room technologies.
Provide support for collaboration platforms such as Microsoft Teams, Zoom, and other unified communication tools.
Act as the primary point of contact for on-site AV and mobile vendor relationships.
Leadership & Continuous Improvement
Provide training, guidance, and technical support to junior team members.
Lead daily team huddles to ensure effective ticket distribution and alignment with team objectives.
Participate in performance evaluations and skill development planning.
Identify and implement opportunities to improve support processes, efficiency, and customer experience.
Represent the on-site support team in regional or global project initiatives.
Analyze support metrics and recommend improvements aligned with organizational goals.
Provide regular status updates and reporting to leadership.
Cross-Functional Collaboration
Collaborate with infrastructure, network, and security teams on complex technical issues.
Assist with vendor management for AV systems, mobile devices, and related services.
Participate in an on-call support rotation as required.
Required Qualifications
Minimum 3+ years of experience in a service desk or technical support role within a global organization
Strong incident management experience with clear ownership and accountability.
Excellent customer service, communication, and interpersonal skills.
Ability to work independently, manage priorities, and meet tight deadlines.
Technical Experience
Windows 10/11 Enterprise and macOS
Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Admin Center)
Active Directory administration
SCCM (Microsoft Endpoint Configuration Manager)
Strong hands-on experience with Microsoft Intune (mandatory)
Virtual desktop environments (AWS, Azure VMware Solutions / AVS)
Mobile device management (iOS/Android)
Unified communications tools (desk phones, softphones, voicemail systems)
Network troubleshooting (VPN, connectivity issues)
Identity and access management (MFA, authentication tools such as RSA)
Preferred Qualifications
Experience mentoring or guiding junior analysts
Experience supporting Zoom Rooms or similar advanced conferencing solutions
Exposure to SaaS applications, thin clients, or hybrid cloud environments
ITIL Foundation Certification (v3 or higher)
