The opportunity
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…
What you'll do
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)
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
What they're looking for
- Experience Level: 3+ years of experience in an IT Support or Systems Specialist role within a modern SaaS or tech enterprise environment
- Tooling Expertise: Strong hands-on experience administration tools including Okta, JAMF, Meraki, Confluence, Jira, and Slack
- Technical Troubleshooting: Demonstrated experience troubleshooting hardware, identity management (SSO/MFA), network connectivity, and cloud software applications
- AV & Event Operations: Proven capability in supporting meeting room AV infrastructures and live company events
- Automation & AI Integration: Experience working with workflow automation platforms, scripting tools (Python, PowerShell, or Bash), or AI agent-assist platforms
- Operational Flexibility: Flexibility to participate in an on-call rotation and occasional early morning / late evening coverage for global events or shift handoffs
