IT Support Technician EMEA

IT Support Technician EMEA

Who We Are:

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

Role Purpose:

The IT Support Technician EMEA provides frontline and second line technical support to end users across the EMEA region, ensuring reliable operation of endpoint, identity and collaboration platforms.

The role operates as a hands-on technical contributor within the support function, resolving incidents, maintaining service quality and supporting stable day to day IT operations within defined governance frameworks.

Key Accountabilities:

• Service Delivery and Incident Resolution
• Provide first- and second-line technical support across hardware, software and enterprise
• collaboration platforms.
• Own incidents and service requests through investigation, resolution and documentation.
• Escalate complex or third line issues through defined channels.
• Support ticket progression and adherence to agreed service levels.
• Contribute operational insight to problem identification and service improvement initiatives.

Endpoint and Identity Operations

• Administer user accounts and access within enterprise identity platforms in accordance with
• defined standards.
• Support endpoint management activities including device deployment, compliance validation
• and refresh.
• Perform user lifecycle activities including onboarding, offboarding and access changes.
• Maintain accurate asset and configuration records to support auditability and service integrity.

Operational Discipline and Collaboration

• Maintain clear technical documentation and knowledge base content.
• Operate in accordance with change, access and audit processes to ensure traceability and
• control.
• Collaborate with Systems Administration and wider Technology teams to support issue
• resolution and service continuity.
• Participate in on call or out of hours support rotations where required.

Information Security Responsibilities

The role contributes to the organisation’s Information Security Management System and is expected to operate in accordance with ISO 27001 aligned controls, security policies and defined governance frameworks.

The role is responsible for:

• Applying secure configuration and access control principles within assigned systems
• Ensuring changes and access activities are authorised, documented and auditable
• Maintaining data protection, confidentiality and system integrity within operational scope
• Identifying and escalating security risks, control weaknesses or non-compliant practices
• Supporting internal and external audit activities where required
• Accountability for information security governance, policy ownership and ISMS oversight remains with designated security and management roles.

Experience and Qualifications

• Minimum of three years’ experience in IT support or service desk operations.
• Proficient in German and English
• Demonstrated experience resolving end user, endpoint and identity related technical issues.
• Experience working within structured incident and change management processes.
• Formal IT qualifications or equivalent practical experience preferred.
• Professional certifications are desirable but not mandatory.

Technical Capability Domains

Experience within enterprise IT environments including:

• Windows enterprise operating systems
• Microsoft 365 services
• Identity and access management platforms
• Endpoint management tooling
• Networking fundamentals including DNS, DHCP and TCP IP
• Structured ticketing and service management processes
• IT Asset Management lifecycle practices
• Exposure to server environments, virtualisation platforms, scripting and recognised information security standards is advantageous.

Scope and Reporting

The IT Support Technician EMEA operates within the EMEA Technology function under the direction of the IT Support Team Leader and IT & Technical Manager EMEA.

The role exercises technical judgement within defined standards, processes and escalation frameworks.

Work Environment

Hybrid role requiring on site presence for operational support, deployment activities and incident

response where necessary.

Valid driving licence, ability to pass required vetting requirements and willingness to undertake

occasional travel are required.

Summary

The IT Support Technician EMEA delivers reliable frontline and second line technical support across the EMEA region, ensuring stable operation of enterprise user platforms and contributing to secure, consistent service delivery within the Technology function.

Convergint is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.