Junior IT Support Engineer

We are seeking an office-based Junior Workplace Experience Engineer (Desktop & Office) to join our technical support team. This role plays a critical part in preparing, distributing, recovering, and auditing laptops and MacBooks, while providing technical support to end-users in alignment with Sitecore and Office IT requirements across the EMEA region.

Your responsibilities will include managing requests, resolving hardware and software issues, and ensuring smooth end-user technology (IT) operations and productivity throughout Sitecore and its EMEA offices. Occasional travel within the EMEA region may be required.

Additionally, you will be expected to deliver exceptional customer service and actively contribute to continuous service improvement initiatives.

What You'll Do:

• Prepare and distribute, recover and manage laptops and MacBooks.
• Provide in-person and remote technical support to end-users across different functions, using both Windows laptops and MacBooks.
• Manage and update service tickets, ensuring timely resolution.
• Create and maintain knowledge base articles and documentation.
• Escalate complex or unresolved issues to senior engineers or third-party vendors.
• Manage and maintain service delivery in line with agreed SLAs.
• Build and maintain strong relationships within IT and functional teams to ensure IT-delivered services exceed Sitecorian productivity goals.
• Stay updated on trends in service delivery, emerging technologies, and external changes impacting user experience and support.
• Strive for continuous improvement of the workplace experience for Sitecorians.
• Provide excellent customer service in-person, via ServiceNow and Microsoft Teams.

Do you have experience in Time management?, * Strong interpersonal and communication skills - Builds trust quickly with users from junior staff through to Executive-level, communicating technical issues in a calm, clear, and appropriate way while maintaining professionalism in a senior leadership office environment.

• Proficient in Office 365 (Word, Excel, PowerPoint, etc.), Windows laptop configuration, and Apple products.
• Team-oriented with a focus on cooperation, knowledge sharing, and collective success
• Curiosity and a willingness to continuously learn new technologies and tools (especially AI).
• Strong problem-solving skills with the ability to prioritise tasks effectively.
• Comfortable working in fast-paced, dynamic environments.
• Strong time management and organisational skills.

Additional Skills That Could Set You Apart:

• Proficient in administering Microsoft 365, Azure, Intune, and ServiceNow
• Knowledge of AI, automation tools or scripting

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world's most iconic brands to build lifelong relationships with their customers-seamlessly, smartly, and at scale. As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L'Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic. Our foundation is our people-a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviours that bring our mission and vision to life, every day, in every interaction. As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences., * Great team and company culture! You can find out more about our company culture in the Sales and Customer Success team and our commitment to creating a diverse and inclusive workplace, on our YouTube Channel. Thanks to the work of every employee globally, Sitecore has been recognised for award-winning Culture by Comparably.