IT Support Specialist 2

Description

You will be the EMEA lead for the company's Global Enterprise Technology (GET) team and the main technical owner for enterprise user support, office technology, and regional incident escalation, working in the GMT/IST time zone. You are accountable from start to finish for dependable, hands-on IT service, covering hardware setup for new starters, daily ticket triage, AV room management, and high-profile regional events.

The role puts prevention ahead of reactive ticketing. You monitor system health, check endpoint configurations, and spot problems early to keep teams across EMEA working. You will need solid diagnostic skills across macOS, Windows, identity, and SaaS tools, plus practical AV knowledge for the Dublin meeting spaces. Local leaders and cross-functional colleagues should be able to rely on you.

GET runs on automation, structured workflows, and data-driven decisions. Routine health checks, diagnostics, and repeat provisioning are handled by tooling, which leaves you time for harder problems, live event delivery, and building relationships. You are encouraged to use new AI productivity tools and scripts to keep improving the service.

The work calls for broad technical skill, disciplined handling of shared queues, careful treatment of sensitive data, and clear communication within a global IT team.

The company is a data platform business with offices worldwide, over 67,000 customers, and roughly 75% of the Fortune 100 as customers. We are hiring people based in Dublin for our hybrid working model.

Responsibilities

• Own the regional end-user support queue and resolve macOS, Windows, identity, mobile, and SaaS issues quickly and to a high standard across EMEA
• Work closely with regional department heads, office administrators, and local stakeholders so IT services match business needs
• Watch endpoint health and system alerts, and fix device, network, or security problems before they affect people's work
• Keep tickets current with clear diagnostic notes, and track work against the key SLAs: MTTR, FTTR, and CSAT
• Handle procurement, device setup, deployment, and asset tracking for laptops, mobile devices, and peripherals
• Make sure new hires have fully configured hardware and role-based application access before their start date
• Run secure, compliant offboarding: collect hardware on time, deprovision accounts, and follow data destruction standards
• Protect employee data, operational context, and security access in line with company confidentiality rules and NDA terms
• Take part in the global 24/7 handoff from APAC to EMEA to AMERICAS, passing on overnight incidents, open risks, and active escalations at each shift change
• Pass specialist infrastructure or security issues to L3 or Engineering, while keeping ownership of regional threads that affect users
• Join the regional after-hours and weekend incident rotation, apply quick workarounds, and escalate according to the severity matrix
• Keep Dublin office Zoom Rooms, Teams rooms, microphones, displays, and control systems ready for use
• Lead technical preparation and on-site support for EMEA All Hands, town halls, quarterly business reviews, and regional leadership meetings
• Work with Network/AV Engineering and Facilities to fix physical office connectivity, room issues, and hardware upgrades
• Keep ticket estimates, DRI tags, and clear definitions of done accurate in Jira or similar enterprise service desk tools
• Use AI agent-assist tools, virtual assistants, and scripts in Python, PowerShell, or via APIs to remove manual work
• Write and update internal runbooks and end-user self-service guides in Confluence
• Hit SLA targets of at least 95% across regional queues while keeping CSAT flat or rising, and move the balance from reacting to tickets toward automated, proactive fixes
• Complete 100% of hardware and identity provisioning for new EMEA hires before day one, with no role entitlement gaps and full asset records
• Run clean follow-the-sun handoffs across APAC, EMEA, and AMERICAS, keep every critical incident acknowledged during on-call shifts, and own incident communication from start to finish
• Deliver All Hands, town halls, and executive QBRs with no preventable AV or operational failures, using structured pre-flight checks and regular room testing
• Deliver at least one measurable automation or toil-reduction initiative each quarter using scripts, APIs, or AI tools

Requirements

• At least 3 years in an IT Support or Systems Specialist role within a modern SaaS or technology enterprise
• Hands-on administration experience with Okta, JAMF, Meraki, Confluence, Jira, and Slack
• Proven ability to troubleshoot hardware, identity management (SSO/MFA), network connectivity, and cloud software
• Demonstrated support of meeting room AV systems and live company events
• Experience with workflow automation platforms, scripting in Python, PowerShell, or Bash, or AI agent-assist platforms
• Willingness to join an on-call rotation and to cover early morning or late evening shifts for global events or handoffs occasionally
• Relevant certifications such as Okta Administrator, Jamf Certified Tech, or CompTIA Network+/Security+
• Prior experience with follow-the-sun global handoff models
• Exposure to REST APIs for building custom IT service integrations

Conditions

Based in Dublin, working in the hybrid model

Work to the GMT/IST time zone, with on-call duty and occasional early morning or late evening coverage

The company is an equal opportunities employer and provides accommodations for disabilities during applications and interviews

Benefits

• Employee affinity groups
• Fertility assistance
• A generous parental leave policy