Desktop Support Technician - IT, Level 2

The Desktop Support Technician plays a vital role in enabling employees to do their best work by ensuring they have reliable technology, responsive support, and a seamless IT experience. We currently have 3 openings, one in London, one Madrid, one Lausanne and one in Warsaw. As the primary IT point of contact for a local office of approximately employees 80 (London), 80 (Madrid), 200 (Lausanne) or 30 (Warsaw). this role combines hands-on technical expertise with exceptional customer service.

You will be responsible for troubleshooting hardware and software issues, maintaining and deploying IT equipment, and proactively resolving technical challenges that impact day-to-day operations. Beyond providing support, you’ll contribute directly to employee productivity, workplace efficiency, and the overall success of the organization by creating a smooth and dependable technology environment.

This is an excellent opportunity for a service-oriented IT professional who enjoys building strong relationships with end users, taking ownership of local IT operations, and making a visible impact across the business

Nature of Impact

• High level of customer satisfaction as measured by feedback surveys.

• Reduced downtime due to efficient troubleshooting and problem resolution.

• Accurate and up-to-date inventory management.

• Successful deployment and maintenance of IT equipment.

• Effective training sessions leading to fewer support requests.

• Meeting or exceeding SLAs for response and resolution times.

Key Responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2 Desktop Support Technician).

• Provide a high standard of IT Services Support onsite and remotely.

• Configure and deploy desktops, laptops, and mobile devices.

• Provide input on IT strategies and OKRs related to support efficiency.

• Utilize and contribute to IT support documentation and SOP’s.

• Assist with network connectivity issues.

• Maintain an accurate inventory of all IT equipment and software licenses.

• Administer and grant Access Permissions to users.

• Onboard new starters and deliver IT Inductions.

• Provide end-user training and support for IT systems and applications.

• Collaborate with other IT team members to improve support processes.

• Support and contribute to both internal and external company events.

• Use JSM (Jira Service Management) ticketing system to communicate with users and provide updates.

• Ensure all tickets are resolved within defined SLA’s (Service Level Agreements).

• Provide AV support in Meeting Rooms.

• 3-5 years of experience in a desktop support or similar role.

• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician).

• Familiarity with network configurations and protocols.

• Experience with operating systems (Windows, macOS, iOS).

• Knowledge of IT security best practices.
• C1 - C2 English level

• We prioritise office presence and emphasise in-person collaboration, but also offer appropriate adjustments where needed, in line with company policy

• Extra wellbeing days on top of your annual leave allowance

• Up to 3 paid volunteering days each year

• 24/7 confidential Employee Assistance Programme (wellbeing, mental health, legal & financial support)

• Learning & development support via the Frontiers Learning Hub