Job Description
<div class="content-intro"><p><strong>OUR HIRING PROCESS:</strong></p>
<ul>
<li>We will review your application against our job requirements. We do not employ machine learning technologies during this phase as we believe every human deserves attention from another human. We do not think machines can evaluate your application quite like our seasoned recruiting professionals—every person is unique. We promise to give your candidacy a fair and detailed assessment.</li>
<li>We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.</li>
<li>At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.</li>
<li>From there on, it’s decision time! If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. <br><br><span data-teams="true">INFUSE is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our <a id="menur2ok1" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://infuse.com/privacy-policy/" target="_blank">Privacy Policy</a></span></li>
</ul>
<p> </p></div><p><span data-teams="true"><span class="ui-provider a b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak">We’re looking for an <strong>IT Support Specialist</strong> who combines strong end-user support skills with a <strong>proactive, critical-thinking mindset</strong> and an interest in <strong>building and improving</strong> 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.</span></span></p>
<hr>
<h3><strong>Key Responsibilities:</strong></h3>
<ul>
<li>Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership.</li>
<li>Own the full ticket lifecycle:<br>log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication.</li>
<li>Troubleshoot issues across <strong>Windows 10/11</strong>, <strong>macOS</strong>, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem solving.</li>
<li>Support identity and access operations in <strong>Microsoft Entra ID (Azure AD)</strong> (users, groups, access issues, MFA-related support as applicable).</li>
<li>Provide remote assistance using <strong>industry standard tools.</strong>.</li>
<li>Handle <strong>onboarding/offboarding and access provisioning</strong>: account setup/deprovisioning, permissions, standard access packages, and user readiness.</li>
<li>Maintain and continuously improve internal documentation and knowledge base articles (clear, reusable, and kept current).</li>
<li><strong>Drive continuous improvement and automation:</strong></li>
</ul>
<hr>
<h3><strong>Qualifications:</strong></h3>
<ul>
<li><strong>2–3 years</strong> experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred).</li>
<li>Strong troubleshooting experience in <strong>Windows 10/11</strong> and <strong>macOS</strong> business environments.</li>
<li>Hands-on support experience with <strong>both Microsoft 365 and Google Workspace</strong> (we actively use both).</li>
<li>Hands-on experience with <strong>Microsoft Entra ID (Azure AD)</strong>.</li>
<li>Basic understanding of networking fundamentals (TCP/IP basics, DNS, DHCP, VPN, Wi‑Fi).</li>
<li>Familiarity with IT service management concepts (ITIL awareness is a plus).</li>
<li>Experience with <strong>MDM</strong> solutions is a plus.</li>
<li><strong>Strong advantage (preferred):</strong> ability to build/improve workflows via scripting or automation, such as:</li>
</ul>
<hr>
<h3><strong>Personal Competencies:</strong></h3>
<ul>
<li><strong>Proactive and ownership-driven:</strong> you spot problems before they escalate, speak up, and drive solutions.</li>
<li><strong>Fast learner:</strong> you can ramp up quickly on new tools, environments, and processes.</li>
<li><strong>Critical thinker:</strong> you ask the right questions, validate assumptions, and look for root causes—not just quick fixes.</li>
<li>Comfortable working in a multinational/distributed team.</li>
</ul>
<hr>
<h3>Work schedule:</h3>
<ul>
<li>Monday-Friday, shifts 16:00 - 01:00 EEST, including 1h break.</li>
<li>Days-off on US national holidays.</li>
<li>Paid vacations and sick-leaves.</li>
<li>Reduced Fridays during summer. </li>
</ul>
<p> </p>
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