Job Description
About The Role
Reporting to : IT Service Delivery Manager
Hours of Work: Rotational between 08:00 and 20:00 with weekend on call .
Salary Range: €25,000- 30,000 gross
The IT Support Analyst delivers seamless end-user experiences by providing advanced troubleshooting, managing escalated support requests, and maintaining day-to-day operational IT services in a remote-first, cloud-native environment.
You will work closely with both the first-line support team and senior infrastructure engineers to resolve complex issues, support critical collaboration tools, and ensure the reliability and performance of endpoint devices, productivity platforms, and cloud-based systems.
What you will do
- Provide escalated technical support for end-users across a global, remote-first environment, with a focus on Microsoft 365, Microsoft Entra ID (Azure AD), and Intune-managed devices.
- Troubleshoot and resolve issues related to identity, access, authentication (MFA, SSO), endpoint configuration, and collaboration tools (Teams, Outlook, SharePoint, OneDrive).
- Support device provisioning using Microsoft Autopilot, ensuring zero-touch deployment and configuration of laptops and mobile devices.
- Support end-user hardware (laptops, docks, monitors) and software lifecycle processes, coordinating with third-party vendors for repairs or replacements whenrequired.
- Collaborate with infrastructure and cloud teams toassistin rollouts, upgrades, and service improvements thatimpactthe end-user environment.
- Contribute to knowledge-basedevelopment by documenting recurring issues, resolutions, and best practices to improve first-time resolution and enable self-service.
- Participate in the continuous improvement of helpdesk operations byidentifyingautomation opportunities and recommending process enhancements.
- Resolve end-user issues as part of the IT Service Desk workflows, meeting agreed service levels.
- Protect the confidentiality of company and client data by administering user accounts, groups, and licences in Microsoft 365 and Entra ID under least-privilege principles, and by provisioning and de-provisioning access correctly during onboarding and offboarding.
- Protect the integrity of the endpoint estate by investigating and resolving conditional-access, endpoint-compliance, and security-baseline issues using Microsoft Intune and Defender for Endpoint, and by keeping devices patched and compliant.
- Support availability by monitoring endpoint health, patching status, and cloud-application access, and by escalating issues that threaten service continuity.
- Handle data securely throughout the device and identity lifecycle, including secure data wipe and asset return at offboarding.
- Report any actual or suspected security incident, weakness, or policy breach promptly, and support security investigations whererequired.
- Operate access-management and endpoint-security controls to a high standard: grant and revoke access under least-privilege principles, keep managed devices compliant and patched, handle data securely across the device and identity lifecycle, and promptly report any security incident, weakness, or policy breach.
Your profile
Requirements & Experience
- 3+ years of experience in a technical support or helpdesk role, preferably within a cloud-centric or remote-first organisation.
- Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, Autopilot, and Defender for Endpoint.
- Exceptional problem-solving skills, with the ability to resolve complex issues efficiently.
- Strong understanding of network technologies and protocols.
- Change-management awareness and strong organisational skills.
- Good understanding of IT security and secure data-handling principles.
- Aptitude for discovering and learningnew technologiesand concepts.
- Industry-recognised related certification desirable.
Key Competencies
- Communicate clearly, both written and verbal.
- Troubleshoot and problem-solve regularly.
- Work in a team as well as on your own initiative.
- Be focused on the customer.
- Make good business decisions.
- Be flexible.
Why us?
WHAT YOU GET IN RETURN:
- Fully Remote work based in Romania
- A competitive salary
- Benefits
- Equipment provided
- Home office allowance
- Online Gym and Wellbeing Studio
- The opportunity for professional growth
- Fun company events and team outings
- Autonomy and Responsibility
OUR RECRUITMENT PROCESS
- 45min Teams interview with the Recruitment Team
- Language test if applicable to the role
- Technical test if applicable
- 45 min Teams interview with the Hiring Team
