IT Support Analyst

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 About us Otonomee is an award-winning Customer Management Outsourcing business delivering scalable, tech-driven, and people-focused solutions. Over the past year, we were proud to win the CCMA Best Employee Engagement Award and to rank number 10 in the Deloitte Fast 50. Through our remote-first operating model, we help organisations optimise customer interactions, reduce costs, and increase efficiency, combining automation and data-driven insight with a strong human focus. Founded in 2020 by Aidan and Hilary O’Shea, Otonomee was created to challenge the traditional “big city, big building” BPO model. Instead, we offer a nimble, bespoke service that isn’t limited by contact-centre capacity. Our flexible approach allows us to scale quickly, respond to seasonal or product-led demand, and support clients wherever their markets take them. Otonomee is built to be better for people, partners, and the planet. We have been a certified B Corp since September 2023 and were recently recognised as an EY Entrepreneur of the Year finalist. In just five years, we have grown to more than 650 employees, representing 55 nationalities across Europe, America and Asia. We work with leading Irish and major US technology and e-commerce brands with complex global needs, supporting them with high-quality, premium customer experiences. At Otonomee, equality, diversity, and inclusion are central to how we operate. We foster a culture of dignity, respect, and openness, where different perspectives are valued and everyone is encouraged to be curious, bold, and heard. Together, we grow.