Key Facts

Remote From:

Anywhere

Fixed term

English

Hard Skills

Other Skills

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Troubleshooting (Problem Solving)
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Communication
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Critical Thinking
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Empathy
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Problem Solving

Roles & Responsibilities

2–3 years experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred)
Strong troubleshooting experience in Windows 10/11 and macOS business environments
Hands-on experience with both Microsoft 365 and Google Workspace
Hands-on experience with Microsoft Entra ID (Azure AD)

Requirements:

Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership
Own the full ticket lifecycle: log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication
Troubleshoot issues across Windows 10/11, macOS, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem solving
Support identity and access operations in Microsoft Entra ID (Azure AD) (users, groups, access issues, MFA-related support as applicable)

Job description

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’re looking for an IT Support Specialist who combines strong end-user support skills with a proactive, critical-thinking mindset and an interest in building and improving 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.

Key Responsibilities:

Deliver high-quality remote support to end users with a strong focus on clarity, empathy, and ownership.
Own the full ticket lifecycle:
log, categorize, prioritize, resolve, escalate, and follow through to closure with strong user communication.
Troubleshoot issues across Windows 10/11, macOS, Microsoft 365, and Google Workspace, applying structured, hypothesis-driven problem solving.
Support identity and access operations in Microsoft Entra ID (Azure AD) (users, groups, access issues, MFA-related support as applicable).
Provide remote assistance using industry standard tools..
Handle onboarding/offboarding and access provisioning: account setup/deprovisioning, permissions, standard access packages, and user readiness.
Maintain and continuously improve internal documentation and knowledge base articles (clear, reusable, and kept current).
Drive continuous improvement and automation:

Qualifications:

2–3 years experience in IT support/helpdesk or similar user-facing IT role (remote support strongly preferred).
Strong troubleshooting experience in Windows 10/11 and macOS business environments.
Hands-on support experience with both Microsoft 365 and Google Workspace (we actively use both).
Hands-on experience with Microsoft Entra ID (Azure AD).
Basic understanding of networking fundamentals (TCP/IP basics, DNS, DHCP, VPN, Wi‑Fi).
Familiarity with IT service management concepts (ITIL awareness is a plus).
Experience with MDM solutions is a plus.
Strong advantage (preferred): ability to build/improve workflows via scripting or automation, such as:

Personal Competencies:

Proactive and ownership-driven: you spot problems before they escalate, speak up, and drive solutions.
Fast learner: you can ramp up quickly on new tools, environments, and processes.
Critical thinker: you ask the right questions, validate assumptions, and look for root causes—not just quick fixes.
Comfortable working in a multinational/distributed team.