About this role
About The Role <p>Reporting to : IT Service Delivery Manager </p><p>Hours of Work: Rotational between 08:00 and 20:00 with weekend on call .</p>Salary Range: €25,000- 30,000 gross <br><p>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. </p><p>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.</p><br>What you will do <br><div><ul><li>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.</li><li>Troubleshoot and resolve issues related to identity, access, authentication (MFA, SSO), endpoint configuration, and collaboration tools (Teams, Outlook, SharePoint, OneDrive).</li><li>Support device provisioning using Microsoft Autopilot, ensuring zero-touch deployment and configuration of laptops and mobile devices.</li><li>Support end-user hardware (laptops, docks, monitors) and software lifecycle processes, coordinating with third-party vendors for repairs or replacements when required.</li><li>Collaborate with infrastructure and cloud teams to assist in rollouts, upgrades, and service improvements that impact the end-user environment.</li><li>Contribute to knowledge-base development by documenting recurring issues, resolutions, and best practices to improve first-time resolution and enable self-service.</li><li>Participate in the continuous improvement of helpdesk operations by identifying automation opportunities and recommending process enhancements.</li><li>Resolve end-user issues as part of the IT Service Desk workflows, meeting agreed service levels.</li><li>Protect the confidentiality of company and client data by administering user accounts, groups, and licenses in Microsoft 365 and Entra ID under least-privilege principles, and by provisioning and de-provisioning access correctly during onboarding and offboarding.</li><li>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.</li><li>Support availability by monitoring endpoint health, patching status, and cloud-application access, and by escalating issues that threaten service continuity.</li><li>Handle data securely throughout the device and identity lifecycle, including secure data wipe and asset return at offboarding.</li><li>Report any actual or suspected security incident, weakness, or policy breach promptly, and support security investigations where required.</li><li>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.</li></ul></div><p> </p> Your profile <div><p>Requirements & Experience </p><ul><li>3+ years of experience in a technical support or helpdesk role, preferably within a cloud-centric or remote-first organisation.</li><li>Hands-on experience with Microsoft 365, Microsoft Entra ID, Intune, Autopilot, and Defender for Endpoint.</li><li>Exceptional problem-solving skills, with the ability to resolve complex issues efficiently.</li><li>Strong understanding of network technologies and protocols.</li><li>Change-management awareness and strong organisational skills.</li><li>Good understanding of IT security and secure data-handling principles.</li><li>Aptitude for discovering and learningnew technologiesand concepts.</li><li>Industry-recognised related certification desirable.</li></ul><p>Key Competencies </p><ul><li>Communicate clearly, both written and verbal.</li><li>Troubleshoot and problem-solve regularly.</li><li>Work in a team as well as on your own initiative.</li><li>Be focused on the customer.</li><li>Make good business decisions.</li><li>Be flexible.</li></ul></div> Why us? <p> </p><p>WHAT YOU GET IN RETURN: </p><p> </p><ul><li>Fully Remote work based in Romania</li><li>A competitive salary</li><li>Benefits</li><li>Equipment provided</li><li>Home office allowance </li><li>Online Gym and Wellbeing Studio</li><li>The opportunity for professional growth</li><li>Fun company events and team outings</li><li>Autonomy and Responsibility</li></ul><br><div><p>OUR RECRUITMENT PROCESS </p><p> </p><ol><li>45min Teams interview with the Recruitment Team</li><li>Language test if applicable to the role</li></ol></div><div><ol><li>Technical test if applicable </li><li>45 min Teams interview with the Hiring Team</li></ol><p> </p></div><br>