# Technical Support Specialist at Foundry

Technical Support Specialist at Foundry in London, UK. Remote. Posted June 17, 2026.

- Company: Foundry
- Location: London, UK
- Workplace: Remote
- Experience: 3+ years
- Posted: 2026-06-17
- Apply: https://job-boards.greenhouse.io/foundry/jobs/8013921
- Source: https://jobmagic.ai/jobs/technical-support-specialist-foundry-h6hgpq

## Requirements

- 3–6 years in a desktop support, end-user computing, or field IT support role with increasing responsibility.

## Description

**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.