INFUSE Academy is hiring an IT Support Specialist for a remote contract role. You will deliver high-quality user support while proactively improving internal tools, processes, and documentation. You’ll join a multinational team focused on resolving technical issues and preventing them through workflow and automation improvements.

What You'll Do

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.

What We're Looking For

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.
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).