Senior Technical Support Specialist

At Garmin we create products that are designed indoors for outdoor activities. We do this to enable our customers to make the most of their time spent pursuing their passions.

We are a global company with offices in the US, Europe and Asia. In these centers, we carry out the various stages of product development, from initial concept to mass production of ready-to-sell units. We embrace a vertically integrated business model with strategic design, manufacturing, distribution, sales and support centers around the world to maximize our value to customers.

Currently, in our Cluj office, we are looking for a experienced colleague to join our IT Support Team.

We believe that collaboration leads to the best ideas, and we rely heavily on team interaction. As a role based in Cluj-Napoca, this position will require 5 days in the office each week. 

• Endpoint lifecycle management: manage workstation provisioning, configuration, deployment, replacement, and retirement, ensuring compliance with company standards.
• Endpoint management: deploy and maintain applications, operating system updates, and endpoint configurations using the company's device management tools.
• Security and compliance: support endpoint patching, disk encryption, endpoint protection, and device compliance, working with the security team to investigate and resolve issues.
• Incident ownership: take ownership of incidents and service requests through resolution, prioritizing work according to business impact and agreed service levels, and keeping users informed.
• Recurring issue resolution: identify recurring incidents, investigate underlying causes, and work with relevant teams to implement lasting improvements.
• Employee onboarding and offboarding: coordinate workstation preparation, application setup, and access requests for new employees, internal transfers, and departures, following approval and security procedures.
• Connectivity troubleshooting: diagnose endpoint connectivity issues involving wired and wireless networks, VPN access, DNS, and authentication, escalating infrastructure issues with clear supporting evidence.
• Collaboration tools: support collaboration applications and meeting room equipment, including audio, video, screen sharing, and connectivity.
• Asset management: maintain accurate hardware and software inventory records, including device assignments, warranties, stock levels, and disposal information.
• Automation and improvement: identify opportunities to automate repetitive support tasks and improve deployment, troubleshooting, and maintenance processes.
• Projects and changes: participate in workstation refreshes, application rollouts, office changes, and technology upgrades, including testing and user communication.
• Knowledge sharing: create troubleshooting guides and user instructions, share knowledge across support teams, and help users adopt supported technologies effectively.
• Global collaboration: work with local and international IT teams to maintain consistent support practices and coordinate resolution of issues across sites.

• Demonstrated ability to troubleshoot complex endpoint issues independently and coordinate resolution across multiple technical teams.
• Experience with enterprise endpoint management, software deployment, operating system provisioning, and patch management.
• Understanding of endpoint security practices, including encryption, endpoint protection, local administrator privileges, and secure device retirement.
• Practical knowledge of TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting from an end-user support perspective.
• Experience troubleshooting authentication, account access, permissions, and multifactor authentication issues.
• Ability to prioritize competing requests based on urgency and business impact while maintaining clear communication with users.
• Experience maintaining accurate asset records and technical documentation.
• A service-oriented approach, with the ability to explain technical issues clearly to users with different levels of technical knowledge. Experience of using and configuring Microsoft, Linux and Apple Operating Systems
• Experience with Directory Services account administration
• Experience with any IT Service Management system
• Demonstrated strong and effective verbal, written, and interpersonal communication skills
• Experience of working in an IT Service team
• Bachelor's degree with at least 5 years' experience or equivalent combination of education and relevant experience
• Proficiency in English

Would be a plus:

• Experience with endpoint management platforms such as Microsoft Intune, Configuration Manager, or JAMF
• PowerShell, Bash, or other scripting experience for support automation
• Experience supporting Microsoft 365 services and collaboration platforms
• Experience supporting engineering applications or specialized technical workstations
• Experience with meeting room audiovisual systems
• Relevant Microsoft, Apple, endpoint management, or networking certifications
• Experience contributing to IT projects, technology migrations, or service improvement initiatives
• ITIL, Project Management Certification