Desktop Support Technician - IT, Level 2

About the role

Frontiers Media is looking for a Level 2 Desktop Support Technician to act as the main IT point of contact for a local office of around 80 employees (London), 80 (Madrid), 200 (Lausanne) or 30 (Warsaw). The role combines hands-on technical expertise with customer service, helping employees get reliable technology and a smooth IT experience. There are three openings available.

Key responsibilities

• Troubleshoot and resolve hardware and software issues autonomously (Level 2)
• Provide IT services support onsite and remotely
• Configure and deploy desktops, laptops and mobile devices
• Maintain an accurate inventory of IT equipment and software licenses
• Administer user access permissions and onboard new starters with IT inductions
• Deliver end-user training and support for IT systems and applications
• Assist with network connectivity issues and provide AV support in meeting rooms
• Contribute to IT support documentation and SOPs, and give input on support-related strategies and OKRs
• Use Jira Service Management (JSM) to handle tickets and meet SLAs
• Collaborate with other IT team members to improve support processes and support internal and external company events

Required profile

• 3-5 years of experience in a desktop support or similar role
• Associate or Bachelor's degree in Information Technology, Computer Science or a related field (preferred)
• C1-C2 English level

Required skills

• Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician
• Familiarity with network configurations and protocols
• Experience with Windows, macOS and iOS
• Knowledge of IT security best practices

What we offer

• Wellbeing days on top of annual leave
• Up to 3 paid volunteering days per year
• 24/7 confidential Employee Assistance Programme
• Learning and development support through the Frontiers Learning Hub