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IT Support Specialist at Infuse, Remote

We’re looking for an IT Support Specialist who combines strong end-user support skills with a proactive, critical-thinking mindset and an interest in building and improving internal tools and processes. This is a remote role in a multinational environment where you’ll not only resolve issues, but also help prevent them by improving workflows, automation, and documentation.

Key Responsibilities:

• Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership.
• Own the full ticket lifecycle:
  log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication.
• Troubleshoot issues across Windows 10/11, macOS, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem-solving.
• Support identity and access operations in Microsoft Entra ID (Azure AD) (users, groups, access issues, MFA-related support as applicable).
• Provide remote assistance using industry standard tools..
• Handle onboarding/offboarding and access provisioning: account setup/deprovisioning, permissions, standard access packages, and user readiness.
• Maintain and continuously improve internal documentation and knowledge base articles (clear, reusable, and kept current).
• Drive continuous improvement and automation:

Qualifications:

• 2–3 years experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred).
• Strong troubleshooting experience in Windows 10/11 and macOS business environments.
• Hands-on support experience with both Microsoft 365 and Google Workspace (we actively use both).
• Hands-on experience with Microsoft Entra ID (Azure AD).
• Basic understanding of networking fundamentals (TCP/IP basics, DNS, DHCP, VPN, Wi‑Fi).
• Familiarity with IT service management concepts (ITIL awareness is a plus).
• Experience with MDM solutions is a plus.
• Strong advantage (preferred): ability to build/improve workflows via scripting or automation, such as:

Personal Competencies:

• Proactive and ownership-driven: you spot problems before they escalate, speak up, and drive solutions.
• Fast learner: you can ramp up quickly on new tools, environments, and processes.
• Critical thinker: you ask the right questions, validate assumptions, and look for root causes—not just quick fixes.
• Comfortable working in a multinational/distributed team.

Work schedule:

• Monday-Friday, shifts 16:00 – 01:00 EEST, including 1h break.
• Days-off on US national holidays.
• Paid vacations and sick-leaves.
• Reduced Fridays during summer.