Junior IT Support Engineer, Sitecore

• Strong interpersonal and communication skills – Builds trust quickly with users from junior staff through to Executive‑level, communicating technical issues in a calm, clear, and appropriate way while maintaining professionalism in a senior leadership office environment
• Proficient in Office 365 (Word, Excel, PowerPoint, etc.), Windows laptop configuration, and Apple products
• Team-oriented with a focus on cooperation, knowledge sharing, and collective success
• Curiosity and a willingness to continuously learn new technologies and tools (especially AI)
• Strong problem-solving skills with the ability to prioritise tasks effectively
• Comfortable working in fast-paced, dynamic environments
• Strong time management and organisational skills

Desirable

• We are seeking an office-based Junior Workplace Experience Engineer (Desktop & Office) to join our technical support team
• This role plays a critical part in preparing, distributing, recovering, and auditing laptops and MacBooks, while providing technical support to end-users in alignment with Sitecore and Office IT requirements across the EMEA region
• Your responsibilities will include managing requests, resolving hardware and software issues, and ensuring smooth end-user technology (IT) operations and productivity throughout Sitecore and its EMEA offices. Occasional travel within the EMEA region may be required
• Additionally, you will be expected to deliver exceptional customer service and actively contribute to continuous service improvement initiatives
• Prepare and distribute, recover and manage laptops and MacBooks
• Provide in-person and remote technical support to end-users across different functions, using both Windows laptops and MacBooks
• Manage and update service tickets, ensuring timely resolution
• Create and maintain knowledge base articles and documentation
• Escalate complex or unresolved issues to senior engineers or third-party vendors
• Manage and maintain service delivery in line with agreed SLAs
• Build and maintain strong relationships within IT and functional teams to ensure IT-delivered services exceed Sitecorian productivity goals
• Stay updated on trends in service delivery, emerging technologies, and external changes impacting user experience and support
• Strive for continuous improvement of the workplace experience for Sitecorians
• Provide excellent customer service in-person, via ServiceNow and Microsoft Teams