EMEA IT Service Desk Engineer
hace 3 semanas
About this opportunity
IT Service Desk Engineer EMEA is responsible for providing technical support to end-users in the EMEA region. They diagnose and resolve hardware, software, and network issues, ensuring optimal functionality and user satisfaction. This role acts as a central point of contact for IT-related inquiries, collaborates with cross-functional teams, and contributes to the continuous improvement of Align Technology's IT services. In this role, you will… Provide first to third-line technical support to end-users in the EMEA region, including troubleshooting complex hardware, software, and network issues. Collaborate with junior IT staff to assist in the resolution of escalated incidents. Proactively monitor and maintain IT systems to ensure optimal performance and minimize downtime. Respond to service requests and incidents within agreed-upon service level agreements (SLAs). Document and maintain accurate records of support requests, incidents, and resolutions. Install, configure, and upgrade computer hardware, software, and peripherals. Contribute to the development and improvement of IT support processes and procedures. Participate in cross-functional IT projects and initiatives. Ensure compliance with IT policies, procedures, and security protocols. In this role, you’ll need … In-depth knowledge of computer hardware, operating systems, and software applications. Strong troubleshooting skills and the ability to analyze and resolve complex technical issues. Excellent communication and customer service skills. Ability to work effectively under pressure and prioritize tasks. Strong problem-solving and analytical skills. Attention to detail and commitment to quality. Bachelor's degree in computer science, information technology, or a related field (or equivalent experience). Minimum of 3-5 years of experience in providing IT support. Proficiency in supporting Windows and macOS environments. Experience with service desk ticketing systems. Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus. Spoken English level-
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