IT Support Specialist (Contract, Remote)

OUR HIRING PROCESS: 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. 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. 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. 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. INFUSE is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy We are looking for an IT Support Specialist to join our internal IT team and provide high-quality remote support to employees in a multinational environment. This role suits someone with solid L1 experience who wants to grow beyond basic ticket handling into IT operations, identity and access management, documentation, and automation. You will work with documented processes and escalation paths, with support from more experienced team members - but we expect curiosity, ownership, and a drive to improve how things work. What You'll Do End-User Support Provide remote IT support across locations and time zones. Troubleshoot issues with Windows 10/11, macOS, Microsoft 365, Google Workspace, VPN, Wi-Fi, browsers, and business applications. Communicate clearly with users: set expectations, provide updates, and follow through until resolution or escalation. Ticket Ownership Own the full ticket lifecycle - log, categorize, prioritize, troubleshoot, resolve, escalate, follow up, and close with clear notes. Escalate to L2/L3, infrastructure, security, or application teams when outside L1 scope. Write reusable notes to support pattern analysis and improvement. Identity, Access, and Onboarding Support Support onboarding and offboarding per documented procedures: account creation/deactivation, standard access packages, and permissions checks. Provide basic support in Microsoft Entra ID / Azure AD - user accounts, group membership, MFA, and basic access issues - escalating complex cases as needed. Handle user requests in both Microsoft 365 and Google Workspace. Documentation and Knowledge Base Create and maintain internal IT documentation, guides, and KB articles. Document recurring issues, known fixes, and support procedures. Keep documentation current as tools and processes evolve. Process Improvement Notice patterns and help improve the support experience: suggest durable fixes, improve workflows, standardize onboarding/offboarding, and support internal scripts or automations. Automation experience is not required, but interest in PowerShell, Power Automate, Google Apps Script, APIs, or reporting is a strong advantage. Required Qualifications 2+ years in IT support, helpdesk, or a user-facing IT role Windows 10/11 support experience in a business environment Hands-on experience with Microsoft 365 or Google Workspace Basic identity and access knowledge: users, groups, MFA, passwords, permissions Networking basics: TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting Experience with a ticketing system (Jira SM, Zendesk, Freshservice, ServiceNow, or similar) Good written English; ability to work independently and escalate appropriately Nice to Have Microsoft Entra ID / Azure AD experience MDM tools: Intune, Jamf, Mosyle, Kandji, or similar Scripting/automation: PowerShell, Power Automate, Google Apps Script, basic APIs ITIL awareness or ITSM experience Onboarding/offboarding workflow experience Technical documentation or KB writing experience Familiarity with AI-powered productivity tools (ChatGPT, Microsoft Copilot, Claude or similar) and ability to support basic user questions around their adoption and usage Personal Competencies Ownership-driven, proactive, curious, structured in troubleshooting, clear in communication, comfortable in a distributed team Growth-oriented - toward L2, IT operations, IAM, automation, or service delivery. Work schedule: Monday-Friday, shifts 8:30 - 17:30 EEST, including 1h break. Days-off on US national holidays. Paid vacations and sick-leaves. Reduced Fridays during summer.