Technical Support Specialist - Foundry

## Job Summary The Technical Support Specialist is a hands-on member of a small, collaborative IT team, responsible for delivering high-quality end-user computing support across the EMEA region. This mid-level role is primarily desktop-focused, covering hardware, software, and endpoint management for users across multiple countries and time zones. The ideal candidate brings 3-6 years of progressive desktop support experience, is comfortable working autonomously across a distributed region, and takes pride in delivering a consistently excellent user experience.

### Key Responsibilities #### Desktop Support & Troubleshooting - Provide hands-on and remote desktop support to end users across EMEA, covering hardware, software, peripherals, and connectivity issues. - Diagnose and resolve problems with laptops, desktops, docking stations, printers, and AV/conferencing equipment. - Perform root cause analysis on recurring issues and implement lasting fixes or documented workarounds. - Coordinate with vendors and third-party teams for hardware replacements, warranty claims, and software licensing. #### Endpoint & Desktop Administration - Manage the full lifecycle of end-user devices imaging, deployment, configuration, refresh, and decommission across EMEA sites. - Administer user accounts, permissions, and policies across Azure AD / Entra ID, and Microsoft 365. - Deploy, patch, and maintain endpoint security using MDM/UEM tools (Intune, JAMF). - Troubleshoot local and remote connectivity issues, including VPN, Wi-Fi, and office network access. - Support the rollout of new hardware, OS upgrades, and standard software packages across the region. #### Collaboration & Cross-Team Engagement - Work closely with global IT, Infrastructure, Security, and HR teams on incidents, projects, and regional initiatives. - Participate in incident reviews and contribute corrective action plans to prevent recurrence. - Act as the regional IT point of contact for EMEA offices, building strong relationships with local stakeholders and office managers. - Support onboarding and offboarding workflows across EMEA, including device provisioning, account setup, and access management. #### Documentation & Knowledge Management - Maintain detailed incident records, troubleshooting steps, and resolutions in the ITSM platform. - Author and review knowledge base articles, runbooks, and SOPs to enable self-service and faster resolution across the team. - Identify patterns in support demand and recommend system, process, or training improvements. #### Team Contribution & Continuous Improvement - Share knowledge openly within the team through documentation, informal coaching, and collaborative problem-solving. - Lead or contribute to team training sessions, knowledge-transfer workshops, and technology walkthroughs. - Ensure adherence to IT policies, security standards, and data protection requirements.

### Required Skills & Qualifications #### Experience - 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility. - Experience supporting users across multiple sites or countries, ideally within the EMEA region. #### Technical Skills - **End-User Hardware:** Laptops, desktops, docking stations, printers, mobile devices, and AV/conferencing equipment. - **Operating Systems:** Advanced proficiency with Windows 10/11 and macOS. Linux is a plus. - **Microsoft 365:** Outlook, Teams, SharePoint, OneDrive confident supporting and troubleshooting the full suite. - **Identity & Access:** Active Directory, Azure AD / Entra ID, Group Policy, and SSO integrations. - **Endpoint Management:** Intune, JAMF, for device enrolment, compliance, and patch management. - **Networking Basics:** VPN, Wi-Fi, DNS, DHCP enough to isolate and resolve common connectivity issues. - **ITSM Tools:** Solid understanding of ITSM processes (incident, request, change management) is essential; we use Jira Service Management and will support the right candidate in getting up to speed with the platform. - **Languages:** English required; additional EMEA language(s) a strong advantage. #### Soft Skills - Clear verbal and written communication in English, able to support users of varying technical backgrounds across different cultures. - Strong diagnostic and problem-solving skills with a calm, user-first attitude. - Comfortable managing multiple requests across different time zones and office locations. - Self-directed and reliable, able to operate with autonomy as the regional IT presence. #### Education - Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent professional experience.

### Preferred Skills & Certification - **Certifications:** CompTIA A+, Network+; Microsoft MD-102 (Endpoint Administrator); ITIL Foundation v4. - **Cloud & M365:** Familiarity with Microsoft Azure, Intune, and Microsoft 365 administration. - **Cybersecurity:** MFA, endpoint security, phishing awareness, and device compliance enforcement. - **Automation:** Basic PowerShell scripting for user provisioning, reporting, or device management tasks. - **Languages:** Additional European languages.

Foundry Digital is a digital asset mining and staking company that provides enterprise software, financing, advisory services, and institutional-grade Bitcoin mining pools to empower North American and institutional bitcoin miners. As a subsidiary of DCG, it focuses on enhancing capital access, efficiency, and transparency in the decentralized infrastructure for digital assets like Bitcoin.