Support Engineer

About this Role

Support Engineer is responsible for delivering high-quality, customer-focused IT support across the end-user computing estate. Reporting into the Regional IT Operations function, this on-site/hybrid role provides 1st and 2nd line support, technical escalation, and coordination with outsourced partners to ensure consistent and efficient service experience within the assigned region.

The role supports all aspects of the digital workplace, including device provisioning, configuration, end-user infrastructure, and collaboration tools. The engineer will also contribute to continuous improvement, knowledge sharing, and local execution of global IT initiatives, while ensuring compliance with IT policies and operational standards. Ad-hoc travel to other company sites may be required to support service continuity and regional collaboration.

Accountabilities

• Deliver 1st and 2nd line support across workplace technologies including laptops, desktops, printers, mobile devices, and collaboration tools.

• Provide VIP support for senior leaders or critical users when required, ensuring a responsive and discreet service.

• Act as a point of escalation for complex or unresolved end-user incidents, collaborating with global IT support teams and outsourced providers as needed.

• Install, configure, and maintain hardware and approved software applications in line with defined standards and processes.

• Support office infrastructure including LAN connectivity, desktop peripherals, security cameras, badge access devices, and video conferencing endpoints.

• Monitor and manage local ticket queues to ensure SLAs and KPIs are met; support accurate incident categorization and resolution.

• Participate in major incident response and bridge calls, providing hands-on technical support as required.

• Maintain local IT inventory, manage stock levels, and ensure asset data is accurately maintained in the CMDB.

• Coordinate local execution of global IT rollouts, upgrades, and service changes to minimize user disruption.

• Collaborate with Workplace Support Engineers in other regions to share knowledge, align on best practices, and ensure consistent, high-quality support for end users globally.

• Develop subject matter expertise in specific workplace technologies, applications, or services to provide regional leadership and deep-dive support in those areas.

• Deliver high-quality end-user experiences and provide proactive, customer-focused communication.

• Support development of technical documentation, SOPs, and knowledge articles relevant to the local environment.

• Identify and propose service improvements that increase the efficiency or quality of end-user support.

• Build effective relationships with peers, users, and business stakeholders to enable seamless IT operations.

Espanhol - Nível Intermediário e Inglês - Nível Fluente

Skills and Experience

• Experience in IT support or workplace services, preferably in a complex, global or manufacturing environment.

• Proficiency in supporting Microsoft-based end-user environments including Office 365, Windows OS, Active Directory, Autopilot, Intune, and SCCM.

• Familiarity with endpoint management and remote support tools such as Intune, ServiceNow, and TeamViewer.

• Solid understanding of ITIL-based service management practices; experience in an ITIL-aligned organization preferred.

• Demonstrated ability to install, configure and troubleshoot hardware including laptops, desktops, printers, and mobile devices.

• Strong customer service orientation with the ability to manage priorities, adapt to dynamic environments, and handle challenging support scenarios.

• Excellent interpersonal and communication skills in English (fluency required – advanced written and spoken proficiency) to collaborate effectively with global teams, document technical processes, and support international stakeholders.

• Experience in creating or maintaining documentation including SOPs, support guides, or knowledge articles.

• Collaborative mindset with the ability to work effectively within a globally distributed team.

• Flexible and responsive to occasional out-of-hours needs or site-specific activities.