The Role
- As a Digital Workspace Specialist (L2) you will combine hands-on, on-site support with being part of the global team, responsible for ensuring a seamless experience for both internal colleagues and external customers. You will have two areas of responsibility; one coordinating the regional onboarding of new employees and providing face‑to‑face technical support in the Sofia office. The second you will also support our colleagues worldwide remotely and you will help triage customer platform issues as part of our follow‑the‑sun operating model, ensuring problems reach the right teams quickly and customers benefit from timely, high‑quality resolution.
You will diagnose and resolve incidents and service requests across Windows and MacOS devices, Microsoft 365, end‑user hardware, basic network connectivity and audio‑visual conferencing solutions. This role requires strong hands‑on troubleshooting skills and a customer‑focused approach to support.
You will act as the primary on‑site and regional remote contact for onboarding and lifecycle activities (joiners, movers and leavers), including device provisioning, stock management and other local operational tasks. Working closely with the wider IT Operations team, you will help ensure consistent service delivery and drive continual improvement.
While the role is primarily focused on regional (EMEA) onboarding, on‑site deskside support—ensuring issues are resolved promptly, users are kept informed, and tickets are accurately logged and progressed—you will also provide remote support to Fastmarkets’ global user base where required, supporting over 800 colleagues worldwide.
Principal Accountabilities
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On‑site deskside support (L2): Provide in‑person support for incidents and service requests, troubleshooting Windows and macOS devices, Microsoft 365 applications, user profiles, peripherals and local connectivity issues. Resolve issues where possible and escalate appropriately with clear diagnostics and supporting evidence.
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Customer experience & communication: Deliver a professional, face‑to‑face support experience. Set clear expectations, provide timely updates, and ensure users understand resolutions and any required next steps.
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Device provisioning & lifecycle (Joiners / Movers / Leavers): Prepare, build and deploy laptops in line with defined standards and processes. Coordinate user setup, perform device swaps and repairs, manage leaver collections, and ensure secure wiping and return of equipment in accordance with policy. Proactively collaborate with IT Operations to resolve potential issues.
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Printers, peripherals & end‑user hardware: Support office printers (paper and toner issues, driver setup, queue problems, basic fault isolation and vendor logging), as well as docks, monitors, keyboards, mice, headsets and other peripherals, ensuring equipment is configured and operating correctly.
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Meeting rooms & audio‑visual support: Provide support for meeting‑room technology including Teams Meeting Rooms, displays, microphones, speakers, cameras and presentation systems. Conduct morning and pre‑meeting checks, troubleshoot live issues, and coordinate repairs and improvements with vendors and Facilities.
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On‑site infrastructure & operational tasks: Under the direction of the Networking subject matter expert (SME ) carry out basic network troubleshooting (patching and cabling, port checks, Wi‑Fi connectivity), manage courier handling for IT equipment, and maintain on‑site stock levels including receiving, auditing, asset tagging, secure storage and disposal.
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Ticket management, prioritisation & escalation: Log, categorise and progress tickets within the service management tool in line with SLAs. Prioritise work based on impact and urgency, maintain accurate records, and escalate to L3 teams or third parties with clear troubleshooting steps and evidence.
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Documentation, security & continuous improvement: Maintain support documentation & adhere to standard build procedures and knowledge articles set by the domain SME. Identify recurring issues and recommend improvements to processes, tooling and user guidance. Follow security policies for device handling, access, data protection and asset management, raising security concerns promptly.