Workplace IT Specialist

About the Opportunity

The Workplace IT Specialist ensures a reliable, secure, and high-quality workplace technology experience for employees across our EEA-region offices. Based in our Malta office, this role is the primary owner of local office IT and workplace facilities, and the first-line point of contact for EEA-region user support. The role also provides remote backup and support for other EEA offices as needed, and works as part of our Global IT team.

Second-line support for SaaS platforms and network infrastructure is handled by the broader Global IT team; this role focuses on delivering first-line support and knowing when to escalate. The ideal candidate is customer-focused, technically curious, works well independently, and looks for ways to improve day-to-day IT operations through automation and process improvements.

What You’ll Be Doing

Deliver responsive technical support for hardware, software, operating systems, business applications, and workplace technology, ensuring timely resolution of employee issues for the Malta office and EEA-region users.

Provide first-line, user-facing support for our collaboration, productivity, and business applications, helping employees resolve day-to-day usage questions.

Manage the local endpoint lifecycle — device provisioning, deployment, maintenance, troubleshooting, asset inventory, and secure device retirement — in line with Global IT standards and security policies.

Partner with HR and hiring managers to deliver smooth onboarding and offboarding: device preparation, account provisioning, access requests, and introducing new employees to IT systems, security practices, and workplace technology.

Serve as the primary point of contact for the local office's workplace technology, including conference room AV systems, video conferencing, VOIP, printers, CCTV, access control systems, and other office infrastructure.

Troubleshoot first-line endpoint, networking, Wi-Fi, VPN, identity, and access issues, escalating to and collaborating with the Global IT Operations team on anything beyond first-line.

Support Global IT initiatives, office moves, technology refreshes, and security projects as they affect the local office and the EEA region.

Create and maintain knowledge base articles, standard operating procedures (SOPs), and technical documentation, using AI-powered tools and automation to improve documentation quality and reduce repetitive work.

Own the local end-user support experience: manage support requests, maintain SLA adherence, spot recurring issues, and suggest improvements to IT service delivery.

What We Look For In You

2+ years of experience in IT Support, Desktop Support, IT Operations, or a similar enterprise technical support environment.

Bachelor's degree in Information Technology, Computer Science, Engineering, Cybersecurity, or a related field — or equivalent practical experience.

Strong experience supporting macOS in an enterprise environment.

Experience supporting enterprise productivity platforms such as Google Workspace and Lark Suite, with a working understanding of SSO authentication fundamentals, endpoint security, password management, and drive encryption.

Strong troubleshooting and problem-solving skills across hardware, software, operating systems, networking basics, and endpoint technologies.

Fluent, professional English, with the ability to communicate clearly with employees at all levels of the organization, including executive leadership. (Hard requirement.)

Excellent customer service and interpersonal skills.

Ability to prioritize multiple tasks, adapt to changing priorities, and work effectively in a fast-paced environment.

Ability to work independently as the sole on-site IT presence in Malta, with sound judgment on when to escalate to the broader Global IT team.

Comfortable using AI tools to improve productivity, automate repetitive tasks, and produce high-quality documentation.

Nice to Haves

Experience supporting enterprise environments with global or multi-office operations.

Working knowledge of Linux operating systems.

Networking fundamentals, including LAN, WAN, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and basic network troubleshooting.

Experience with scripting or automation using Bash, PowerShell, Python, or similar technologies.

Exposure to endpoint management, identity and access management (IAM), mobile device management (MDM), or SaaS platforms at a support level.

Experience with IT asset lifecycle, inventory, procurement, and vendor coordination.

A track record of identifying process improvement opportunities and implementing automation that enhances IT operations and employee experience.

Experience using enterprise AI platforms such as ChatGPT Enterprise, Microsoft 365 Copilot, Google Gemini, Claude Enterprise, or similar AI-enabled workplace tools.

Professional proficiency in Mandarin is a plus.

Industry certifications such as Jamf 200/300, Apple Device Support, Apple Certified Support Professional (ACSP), Google Workspace Administrator, ITIL Foundation, CompTIA A+, Network+, or Security+ are a plus.

Perks & Benefits

Competitive total compensation package

L&D programs and Education subsidy for employees' growth and development

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