Onsite Help Desk Technician

The Role

As an Onsite Helpdesk Technician, you will play a key role in delivering a proactive, efficient, and high-performing IT support environment. You will take ownership of the IT and AV experience in the Malta office, working closely with your onsite and remote team members, and the broader CorporateIT organization to ensure seamless day-to-day operations. You are expected to operate with confidence, strong technical judgment, and initiative, while collaborating effectively within a structured team model aligned with the standards of a high-performing business unit.

You will be supported remotely and locally by other team members, and you will contribute to a resilient onsite function designed to meet increasing office demand.

Responsibilities

User Support and Troubleshooting

• Provide hands-on support to users with setup and troubleshooting of computers (Windows 11, macOS), mobile devices (Android, iOS), and peripherals.

• Proactively identify and resolve issues in meeting rooms, workstations, and common spaces, ensuring minimal disruption to productivity.

Workstation and Office Environment Maintenance

• Ensure end-user workstations, docking stations, screens, peripherals, and collaboration spaces are consistently operational.

• Conduct regular checks and preventative maintenance to reduce incidents and downtime.

Asset Management excellence, Stock maintenance and Vendor Coordination

• Manage IT and AV assets accurately using asset management software (preferably Jira Asset Management).

• Perform regular audits, oversee lifecycle processes, and ensure compliance with internal asset governance standards.

• Maintain appropriate stock levels of hardware and peripherals.

• Coordinate with relevant stakeholders to confirm stock levels and efficient procurement.

Onsite IT Presence

• Act as one of the primary onsite IT contacts during office hours, delivering responsive and dependable support in line with agreed SLAs and business expectations.

Cross-Team Collaboration

• Work closely with remote helpdesk teams, facilities, engineering, security, and infrastructure teams to ensure consistent service delivery.

• Participate in structured escalation processes and actively contribute to cross-functional initiatives that improve service quality and operational maturity.

Onboarding and Offboarding

• Execute structured onboarding and offboarding processes, ensuring new hires are productive from day one.

• Clearly communicate IT policies, security standards, and best practices in alignment with business requirements.

Executive Support

• Deliver high-quality, responsive support to executive management and directors, ensuring their technology environment operates reliably and securely.

Incident and Escalation Management

• Follow established SOPs, escalation paths, and prioritization frameworks.

• Ensure tickets are handled efficiently, with clear communication and accurate documentation.

Documentation and Knowledge Contribution

• Maintain accurate documentation for operational procedures and troubleshooting guides.

• Contribute to knowledge sharing within the team to continuously raise support standards.

Microsoft Teams Rooms and AV Support

• Maintain Logitech Teams Rooms and related AV infrastructure, ensuring systems are updated, patched, and operational.

• Perform regular checks to guarantee meeting readiness.

AV and Studio Support

• Develop working knowledge of Dante sound networks and OBS software to support internal studio presentations and events as required.

Requirements

Education and Certifications

• IT-related education preferred.

• Relevant certifications (e.g., MD-102) are advantageous.

Experience

• Proven experience in technical support or helpdesk environments.

• Demonstrated ability to operate effectively within a structured team while taking ownership of assigned responsibilities.

Technical Expertise

• Windows 11, macOS

• Android, iOS

• Asset Management tools (preferably Jira Asset Management)

• MDM solutions (preferably Intune)

• M365 suite

• Basic Entra ID administration

• Ticketing systems (preferably Jira or ServiceNow)

• Logitech Teams Rooms and AV systems

• Dante audio networks and OBS (preferred)

Collaboration and Communication

• Strong communication skills with the ability to engage confidently across all levels of the organization.

• Comfortable working within cross-functional IT structures and aligned with performance-driven environments.

Organization and Execution

• Strong prioritization and time-management skills.

• Capable of managing assets, incidents, and operational tasks efficiently in a high-demand office setting.

Problem-Solving Capability

• Structured troubleshooting approach with the ability to anticipate risks, identify root causes, and contribute to continuous service improvement.

Reliable Onsite Presence

• Dependable and punctual, ensuring consistent onsite coverage aligned with business needs.