Duetto Research - IT Support Specialist — EMEA
Requirements
• 5+ years of help desk or technical support experience • Working knowledge of Windows 10/11 and macOS • Experience with user account management in Azure AD/Entra ID or similar • Basic networking knowledge — TCP/IP, DNS, DHCP, WiFi, VPN • Experience with ticketing systems and structured support workflows • Excellent customer service skills and professional written and verbal communication • A self-motivated, autonomous working style — comfortable operating independently across a distributed, international team • The right to work in Spain or the United Kingdom • Strong candidates may also have: • Experience with MDM platforms — Intune, Jamf, JumpCloud, or equivalent • Experience with SSO platforms — Okta, Duo, Google SSO, or similar • Knowledge of Google Workspace and Microsoft 365 administration • Basic scripting knowledge in PowerShell, Bash, or Python for simple automation • Familiarity with automation tools such as Okta Workflows, Zapier, or Make • Understanding of endpoint security concepts and compliance requirements • Relevant certifications — CompTIA A+, Microsoft, Apple, or ITIL Foundation • Experience supporting a distributed, international workforce • Familiarity with Linux and basic command-line usage
Responsibilities
• You'll provide tier 1 and tier 2 technical support across Windows, macOS, and mobile platforms — troubleshooting software issues across Google Workspace, Microsoft 365, Zoom, Slack, and Duetto's internal tools, and resolving authentication and SSO issues with Okta and other identity platforms. • You'll manage user accounts, group memberships, and application access permissions across multiple platforms — processing access requests, maintaining accurate asset inventory, and coordinating with the Senior InfoSec Lead on compliance and access reviews. • You'll deploy software and updates using MDM solutions (Intune, Jamf Pro, or similar), troubleshoot endpoint compliance issues, perform remote hardware triage, and support mobile device setup and configuration across the EMEA region. • You'll support new hire onboarding and employee offboarding processes across EMEA — setting up and configuring laptops, monitors, peripherals, and mobile devices, primarily via remote or shipped configuration. • You'll establish and continuously improve help desk workflows, ticketing procedures, and SLA standards for EMEA — developing knowledge base articles, user guides, and self-service resources that reduce support burden and empower users. • You'll identify recurring issues, recommend solutions, and participate in global IT projects and system rollouts — building the documented, repeatable processes that scale with the organisation.
Benefits
• Autonomy with purpose. This is a role for someone who doesn't need to be managed — you'll own EMEA IT support, set the standard for how it operates, and build the processes that scale with the business. • Autonomy with purpose. • AI is how we work. Duetto is an AI-first organisation across every function — you'll have access to tools and workflows that make you faster and more effective, and the support to adopt them as part of how you work. • AI is how we work. • Real scope from day one. You'll be supporting a globally distributed EMEA workforce across multiple countries and time zones, with direct partnership with Senior IT and InfoSec leadership. • Real scope from day one. • A company worth supporting. Duetto is the market leader in hospitality revenue management — the work you do keeps a high-growth, globally distributed team running at Duetto speed. • A company worth supporting. • The Details • Location: Remote — Spain or United Kingdom • Reports to: Senior IT Lead • Candidates must have the right to work in Spain or the United Kingdom
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