IoT and desktop Support Engineer
We are looking for experienced Desktop Support Engineers to join our global End User Computing team. This role provides technical support for end-user computing devices, Microsoft 365 services, and IoT-related hardware across all company locations. As part of a centrally coordinated, follow-the-sun team, you will provide remote and on-site support to employees worldwide, managed through Jira Service Management.
Key Responsibilities
- Provide Tier 1 and Tier 2 support via JSM for hardware, software, and connectivity issues across the follow-the-sun model.
- Diagnose and resolve issues with Windows, macOS, iOS and Android, business applications, printers and office setups
- Deliver remote support via ManageEngine EndpointCentral for desktop management and software deployment.
- Troubleshoot Microsoft 365 services: Outlook / Exchange Online, Teams, OneDrive, SharePoint, Intune.
- Perform basic user account management in Microsoft Entra ID: password resets, licence verification, group membership.
- Provide backup Microsoft 365 administration support outside business hours.
- Install, configure, and deploy laptops, desktops, monitors, and IoT hardware.
- Manage device lifecycle.
- Maintain accurate asset inventory across all locations.
- Coordinate equipment shipping and logistics between offices.
- Escalate complex issues to Platform Engineering, Network, or Security teams.
- Participate in handover procedures and knowledge transfer with global team members.
Required Qualifications
- 2-3+ years in a Desktop Support Engineer, IT Support Technician, or similar role.
- Strong expertise in Windows 10/11 and macOS: installation, configuration, troubleshooting.
- Working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Intune).
- Experience with Microsoft Entra ID for user account management.
- Proficiency with Jira or similar ticketing systems.
- Experience with ManageEngine EndpointCentral or comparable RMM solutions.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi-Fi.
- Excellent communication skills in English.
Preferred
- Microsoft 365 Certified: Modern Desktop Administrator Associate.
- CompTIA A+, Network+, or equivalent.
- PowerShell scripting for automation.
- ITIL framework knowledge.
- Experience in distributed, global IT support teams.
- Familiarity with Apple Business Manager and Jamf or similar Mac management platforms.