The Technical Field Operations Technician – provides advanced
onsite and walk-up (Tech Bar)
support to end users across EMEA, with a strong focus on
macOS environments (~70%)
and supporting
Windows devices (~30%)
.
This role acts as an escalation point from L1, resolving complex end-user issues while delivering a high-quality, customer-centric support experience.
Key Responsibilities
Tech Bar / Walk-Up Support
Deliver in-person walk-up support at the Tech Bar, acting as the primary point of contact for onsite users.
Diagnose and resolve hardware and software issues in real time, with clear communication and ownership.
Perform device swaps, loaner provisioning, break/fix triage, and basic data recovery.
Ensure all walk-up interactions are logged accurately in the ticketing system.
Technical Support
Act as escalation for incidents and service requests from the Service Desk.
Troubleshoot complex issues across:
macOS (primary) and Windows *****
Laptops, peripherals, docks, monitors, printers, and conferencing equipment
Support Microsoft 365, Teams, Outlook, VPN, Wi-Fi, and identity/access issues (AD / Azure AD).
Field Operations & EMEA Support
Provide onsite field support for Dublin office and assist with
remote coordination across EMEA locations
.
Support new hires, leavers, hardware refreshes, IMACD activities, and device lifecycle management.
Work with logistics and vendors for repairs, warranty cases, and replacements (Apple, Dell, Lenovo).
Collaboration & Escalation
Work closely with Service Desk, Endpoint, Infrastructure, and Network teams.
Escalate unresolved or recurring issues to L3 with clear diagnostics and impact details.
Contribute to problem management and continuous service improvement.
Skills & Experience
Required:
2+ years' experience in
IT Field Support / End-User Services
.
Strong hands-on experience with
macOS (JAMF preferred)
and
Windows environments
.
Experience with Microsoft 365, Active Directory / Azure AD, and endpoint management tools.
Solid understanding of networking basics (DNS, DHCP, Wi-Fi, VPN).
Proven experience delivering
walk-up / Tech Bar support
.
Soft Skills:
Customer-focused, professional, and calm under pressure.
Strong communication and troubleshooting skills.
Ability to manage multiple issues in a fast-paced onsite environment.
Nice to Have
Experience supporting
EMEA users
in a corporate environment.
ITIL / ITSM experience and familiarity with ServiceNow.
Apple or Microsoft certifications.
Working Model
Onsite role with Tech Bar coverage.
May require occasional support for other EMEA locations and critical incidents.
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