IT Service Desk Engineer EMEA

Join a team that is changing millions of lives.

Transforming smiles , changing lives.

At  Align Technology , we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

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About this opportunity...

IT Service Desk Engineer EMEA is responsible for providing technical support to end-users in the EMEA region. They diagnose and resolve hardware, software, and network issues, ensuring optimal functionality and user satisfaction. This role acts as a central point of contact for IT-related inquiries, collaborates with cross-functional teams, and contributes to the continuous improvement of Align Technology's IT services.

In this role, you will…

• Provide first to third-line technical support to end-users in the EMEA region, including troubleshooting complex hardware, software, and network issues.
• Collaborate with junior IT staff to assist in the resolution of escalated incidents.
• Proactively monitor and maintain IT systems to ensure optimal performance and minimize downtime.
• Respond to service requests and incidents within agreed-upon service level agreements (SLAs).
• Document and maintain accurate records of support requests, incidents, and resolutions.
• Install, configure, and upgrade computer hardware, software, and peripherals.
• Contribute to the development and improvement of IT support processes and procedures.
• Participate in cross-functional IT projects and initiatives.

Ensure compliance with IT policies, procedures, and security protocols.

ADDITIONAL RESPONSIBILITIES

• Stay abreast of emerging technologies and industry trends.
• Identify opportunities for IT infrastructure enhancements and contribute to their implementation.
• Provide technical guidance and mentoring to junior IT staff.

In this role, you’ll need …

• In-depth knowledge of computer hardware, operating systems, and software applications.
• Strong troubleshooting skills and the ability to analyze and resolve complex technical issues.
• Excellent communication and customer service skills.
• Ability to work effectively under pressure and prioritize tasks.
• Strong problem-solving and analytical skills.
• Attention to detail and commitment to quality.
• Ability to collaborate and work well in cross-functional teams.

EXPERIENCE AND EDUCATION

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
• Minimum of 3-5 years of experience in providing IT support.
• Proficiency in supporting Windows and macOS environments.
• Experience with service desk ticketing systems.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Sound like a good fit?  

Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.