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).
Nice to Have
- Experience with MDM solutions is a plus.
- Ability to build/improve workflows via scripting or automation.
Technical Stack
- Windows 10/11
- macOS
- Microsoft 365
- Google Workspace
- Microsoft Entra ID (Azure AD)
Team & Environment
You’ll be joining a multinational, distributed team.
Benefits & Compensation
- Days-off on US national holidays.
- Paid vacations and sick-leaves.
- Reduced Fridays during summer.
Work Mode
This is a fully remote contract position.
INFUSE Academy is an equal opportunity employer.
