INFUSE Academy is hiring an IT Support Specialist (Contract, Remote)

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.