IT Support Analyst

About The 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.

Your profile

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.

Why us?

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