IT Support Analyst

About this 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 when required.

• Collaborate with infrastructure and cloud teams to assist in rollouts, upgrades, and service improvements that impact the end-user environment.

• Contribute to knowledge-base development 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 by identifying automation 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 licenses 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 where required.

• 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.

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.

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