IT Support Specialist 2

Serving as the EMEA anchor for MongoDB's Global Enterprise Technology (GET) team, this position acts as a primary technical DRI for enterprise user support, office technology, and regional incident escalation in the GMT/IST time zone. You hold end-to-end operational responsibility for delivering high-touch, reliable IT services—from onboarding hardware provisioning and daily ticket triage to AV room management and high-visibility regional event support. This role prioritizes proactive support over passive ticketing. By monitoring system health, verifying endpoint configurations, and identifying friction points early, you ensure business continuity for teams across the EMEA region. You combine strong technical diagnostics across macOS, Windows, identity, and SaaS tooling with hands-on AV expertise for Dublin meeting spaces, acting as a trusted partner to local leaders and cross-functional teams. The operational foundation of GET relies on intelligent automation, structured workflows, and data-informed decision-making. Routine health checks, diagnostics, and repetitive provisioning tasks are streamlined through intelligent tooling, freeing your focus for complex technical problem-solving, live event execution, and relationship building. In this environment, you are encouraged to leverage emerging AI productivity tools and automation scripts to continuously optimize service delivery. Success in this role requires technical versatility, disciplined execution in shared team queues, discreet handling of sensitive data, and clear communication across a globally distributed IT organization. We are looking to speak to candidates who are based in Dublin for our hybrid working model. Key Responsibilities 1. Enterprise Support & Technical Ownership • Queue Ownership: Ownership of the regional end-user support queue. Deliver rapid, high-quality resolution for macOS, Windows, identity, mobile, and SaaS software issues across the EMEA region • Relationship Management: Partner closely with regional department heads, office administrators, and local stakeholders to maintain strong alignment between IT services and business needs • Proactive Resolution: Monitor endpoint health and system alerts to remediate device, network, or security issues before they impact productivity • SLA & Workflow Tracking: Keep structured ticket workflows updated with clear diagnostic notes, tracking work against key SLAs (MTTR, FTTR, and CSAT) 2. Lifecycle Management & Onboarding • Hardware Provisioning: Manage procurement, device configuration, endpoint deployment, and asset tracking for laptops, mobile devices, and peripherals • Onboarding Execution: Ensure new hires receive fully configured hardware and role-based application entitlements prior to their start date • Offboarding & Asset Recovery: Execute secure, compliant offboarding workflows, ensuring timely hardware collection, account deprovisioning, and data destruction standards • Confidentiality & Data Governance: Handle all employee data, sensitive operational context, and security entitlements in strict compliance with company confidentiality standards and NDA requirements 3. Global Handoffs & Incident Response • Follow-the-Sun Operational Coverage: Participate in the global 24/7 handoff standard—APAC → EMEA → AMERICAS—passing overnight incidents, open risks, and active escalation threads at shift boundaries • Escalation Coordination: Hand specialized infrastructure or security elements to L3/Engineering teams while retaining ownership of user-impacting regional threads • On-Call Rotation: Participate in the regional after-hours or weekend incident rotation, applying quick diagnostic workarounds and escalating according to severity matrices 4. AV Systems, Office Infrastructure & Events • Conference Room Maintenance: Maintain operational readiness for Dublin office Zoom Rooms, Teams rooms, microphones, displays, and control systems • Event Support: Lead technical preparation and live support for EMEA All Hands, town halls, quarterly business reviews, and regional leadership meetings • Network & Workplace Collaboration: Partner with Network/AV Engineering and Facilities teams to resolve physical office connectivity issues, room remediation, and hardware upgrades 5. Process Discipline & AI-Driven Efficiency • Structured Ticket Hygiene: Maintain accurate ticket estimates, DRI tags, and clear definitions of done in Jira or similar enterprise service desk tooling • Automation & Toil Reduction: Utilize AI agent-assist tools, virtual assistants, and workflow scripting (Python, PowerShell, or API integrations) to eliminate manual tasks • Knowledge Management: Author and update internal technical runbooks and end-user self-service documentation in Confluence Success Measures & Expectations In this role, success is measured by concrete operational outcomes and your ability to scale regional IT support alongside enterprise growth: • Service Excellence & SLA Rigor: Maintain a consistent track record of hitting target SLAs (≥95%) across regional queues with flat-to-up CSAT scores, shifting the operational ratio decisively from reactive ticket firefighting to proactive, automated issue resolution • Day-One Readiness: Achieve 100% on-time hardware and identity provisioning for new hires across EMEA prior to day one, with zero role-based entitlement gaps and auditable asset tracking across all regional inventory • Global Incident Discipline: Execute seamless follow-the-sun handoffs (APAC → EMEA → AMERICAS) and maintain zero unacknowledged critical incidents during regional on-call shifts, owning incident communication end-to-end • Flawless Executive & Event Delivery: Deliver zero preventable AV or operational failures during regional All Hands, town halls, and executive QBRs through structured pre-flight checks and continuous conference room testing • Operational Leverage: Deliver at least one measurable toil-reduction or automation initiative per q