IT Support Specialist – EMEA

About the role

Duetto is seeking an IT Support Specialist to serve its EMEA workforce. You will act as the primary technical resource, handling day‑to‑day troubleshooting, access management, endpoint deployment, and documentation to ensure scalable IT support across multiple time zones.

Key responsibilities

• Provide tier 1 and tier 2 support for Windows, macOS, and mobile devices.
• Troubleshoot software issues in Google Workspace, Microsoft 365, Zoom, Slack, and internal Duetto tools.
• Resolve authentication and SSO problems using Okta and other identity platforms.
• Manage user accounts, group memberships, and application permissions across various systems.
• Maintain accurate asset inventory and coordinate compliance reviews with the InfoSec team.
• Deploy software and updates via MDM solutions such as Intune or Jamf Pro, and address endpoint compliance issues.
• Perform remote hardware triage and support mobile device configuration for the EMEA region.
• Support onboarding and offboarding processes, configuring laptops, monitors, peripherals, and mobile devices.
• Develop and improve help‑desk workflows, ticketing procedures, SLA standards, and self‑service resources.
• Identify recurring issues, propose solutions, and contribute to global IT projects and system rollouts.

Required profile

• Experience delivering tier 1 and tier 2 technical support in a multi‑platform environment.
• Ability to work autonomously while collaborating with senior IT and InfoSec leads.
• Strong organizational skills for managing access requests and asset inventories.

Required skills

• Windows, macOS, and mobile operating systems.
• Google Workspace, Microsoft 365, Zoom, Slack.
• Okta (SSO and authentication).
• MDM tools – Microsoft Intune, Jamf Pro (or similar).
• Remote hardware troubleshooting and endpoint compliance.

What we offer

• Opportunity to shape IT support processes for a fast‑growing hospitality technology company.
• Collaboration with senior IT leadership and InfoSec teams.
• Exposure to cutting‑edge SaaS products in the revenue‑management sector.