Otonomee·2 days ago
2 days ago
IT Support Analyst
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What you'll 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 licences 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.
What they're looking for
- 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 learning new technologies and concepts.
Nice to have
- Industry-recognised related certification desirable.
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Otonomee
Romania
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