IT Support Specialist, Duetto

• 5+ years of help desk or technical support experience
• Working knowledge of Windows 10/11 and macOS
• Experience with user account management in Azure AD/Entra ID or similar
• Basic networking knowledge — TCP/IP, DNS, DHCP, WiFi, VPN
• Experience with ticketing systems and structured support workflows
• Excellent customer service skills and professional written and verbal communication
• A self-motivated, autonomous working style — comfortable operating independently across a distributed, international team
• The right to work in Spain or the United Kingdom
• You don't need every item on this list. If you're a technically solid IT support professional who thrives with autonomy, builds things that last, and wants to do it at a company with real momentum — we'd love to hear from you

Desirable

• Reports to: Senior IT Lead
• Duetto's EMEA team is growing — and this role is how we keep everyone running smoothly across time zones, platforms, and devices
• As IT Support Specialist, you'll be the go-to technical resource for EMEA-based employees: handling everything from day-to-day troubleshooting and access management to endpoint deployment and the process documentation that makes IT support scalable as the organisation grows
• You'll work closely with the Senior IT Lead and InfoSec team, operate with a high degree of autonomy, and build the repeatable, well-documented workflows that serve not just today's team but the company we're becoming
• You'll provide tier 1 and tier 2 technical support across Windows, macOS, and mobile platforms — troubleshooting software issues across Google Workspace, Microsoft 365, Zoom, Slack, and Duetto's internal tools, and resolving authentication and SSO issues with Okta and other identity platforms
• You'll manage user accounts, group memberships, and application access permissions across multiple platforms — processing access requests, maintaining accurate asset inventory, and coordinating with the Senior InfoSec Lead on compliance and access reviews
• You'll deploy software and updates using MDM solutions (Intune, Jamf Pro, or similar), troubleshoot endpoint compliance issues, perform remote hardware triage, and support mobile device setup and configuration across the EMEA region
• You'll support new hire onboarding and employee offboarding processes across EMEA — setting up and configuring laptops, monitors, peripherals, and mobile devices, primarily via remote or shipped configuration
• You'll establish and continuously improve help desk workflows, ticketing procedures, and SLA standards for EMEA — developing knowledge base articles, user guides, and self-service resources that reduce support burden and empower users
• You'll identify recurring issues, recommend solutions, and participate in global IT projects and system rollouts — building the documented, repeatable processes that scale with the organisation
• This is a role for someone who doesn't need to be managed — you'll own EMEA IT support, set the standard for how it operates, and build the processes that scale with the business
• Duetto is an AI-first organisation across every function — you'll have access to tools and workflows that make you faster and more effective, and the support to adopt them as part of how you work
• You'll be supporting a globally distributed EMEA workforce across multiple countries and time zones, with direct partnership with Senior IT and InfoSec leadership