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. Trusted by clients ranging from independent boutique hotels to general chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in ****. 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 general IT projects and system rollouts — building the documented, repeatable processes that scale with the organisation.

5+ years of help desk or technical support experience

- Working knowledge of Windows ***** 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 MDM platforms — Intune, Jamf, JumpCloud, or equivalent
- Knowledge of Google Workspace and Microsoft 365 administration
- Basic scripting knowledge in PowerShell, Bash, or Python for simple automation
- Familiarity with automation tools such as Okta Workflows, Zapier, or Make
- Relevant certifications — CompTIA A+, Microsoft, Apple, or ITIL Foundation
- Familiarity with Linux and basic command-line usage

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.

- You'll be supporting a globally distributed EMEA workforce across multiple countries and time zones, with direct partnership with Senior IT and InfoSec leadership.
- Department: IT
- Reports to: Senior IT Lead
- All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

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.

#IT Support Specialist — EMEA (Madrid)

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📌 IT Support Specialist / Helpdesk / IT Service Desk/ (Madrid)
🏢 Reconocida empresa
📍 Madrid