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.
From this role you will:
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.
Requirements
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
Benefits
Benefits to enhance your experience:
24 days off each year plus extra vacation days based on years at Garmin and compensation for legal holidays.
Health package subscription and yearly budget for glasses.
Monthly budget for sports and wellbeing activities.
Local and global career development programs (training, mentorship, technical and leadership development, and more).
Access to e-learning platforms and support for technical conferences attendance.
Loyalty bonus within the company, plus other special bonuses (for holidays and personal life events).
Meal tickets.
Yours exclusively when part of our team:
Significant discount for Garmin products.
Employee stock purchase plan.
Contribution to the retirement plan (Pillar 3).
Garmin products available for testing and borrowing.
A comprehensive event series championing wellbeing, sports, and community tailored to foster holistic health (featuring sports events, classes, hackathons, parties, and more).
Other benefits which we invite you to discover along the recruitment process.
Garmin Cluj is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, national origin, sex, age or disability.

Work arrangement
No