IT Support Specialist - EMEA Remote

Role Overview

Our expanding EMEA team requires a dedicated IT Support Specialist to ensure seamless technical assistance across multiple time zones, platforms, and devices. This position supports EMEA employees as the primary technical resource, handling daily troubleshooting, access management, endpoint deployment, and documenting scalable IT support workflows. Collaborating closely with the Senior IT Lead and Information Security team, this role operates independently to develop repeatable, robust IT processes that align with the company's growth objectives.

About the Company

We are the hospitality industry's leading revenue management platform established in 2012 by former Wynn Resorts executives. We provide the pioneering Revenue & Profit Operating System with tools like GameChanger, ScoreBoard, BlockBuster, and Advance that deliver comprehensive insights into hotel, resort, and casino revenue and profitability. Our clientele ranges from independent boutique hotels to large global chains. Recognized as the #1 Revenue Management Software by HotelTechAwards four times consecutively and named the best place to work in hotel tech in 2025, we are backed by GrowthCurve Capital since 2024 and are actively investing in AI technologies.

Key Responsibilities

• Deliver tier 1 and tier 2 technical support for Windows, macOS, and mobile devices, resolving issues related to Google Workspace, Microsoft 365, Zoom, Slack, and internal tools, including resolving authentication and single sign-on problems.
• Manage user accounts, groups, and application access permissions on multiple platforms, maintain precise asset inventories, and coordinate with Senior InfoSec on compliance and access audits.
• Deploy software and updates through MDM systems such as Intune or Jamf Pro, troubleshoot endpoint compliance and hardware remotely, and assist with mobile device configurations throughout the EMEA region.
• Facilitate onboarding and offboarding of employees by setting up and configuring laptops, monitors, peripherals, and mobile devices, mainly remotely or via shipment.
• Develop and continuously refine help desk workflows, ticket handling procedures, and service level agreements tailored for the EMEA region, creating knowledge-base articles and self-help guides to empower users and reduce support loads.
• Identify recurring technical problems, propose viable solutions, and take part in global IT initiatives and system rollouts, focusing on developing scalable, well-documented processes.

Qualifications & Experience

• A minimum of 5 years in help desk or technical support roles.
• Proficient with Windows 10/11 and macOS environments.
• Experienced in managing user accounts through Azure AD/Entra ID or similar systems.
• Basic understanding of networking protocols including TCP/IP, DNS, DHCP, WiFi, and VPN technologies.
• Competent using ticketing platforms and implementing structured support workflows.
• Strong customer service orientation coupled with excellent verbal and written communication skills.
• Self-driven with a capacity to work autonomously within a distributed international team.
• Legal authorization to work in Spain or the United Kingdom is mandatory.

Preferred Additional Skills

• Hands-on experience with MDM solutions like Intune, Jamf, or JumpCloud.
• Familiarity with SSO platforms such as Okta, Duo, or Google SSO.
• Knowledge of Google Workspace and Microsoft 365 administration practices.
• Basic scripting skills in PowerShell, Bash, or Python for automating tasks.
• Awareness of automation tools like Okta Workflows, Zapier, or Make.
• Understanding endpoint security and compliance standards.
• Relevant certifications including CompTIA A+, Microsoft, Apple, or ITIL Foundation.
• Experience supporting remote, internationally distributed teams.
• Basic Linux proficiency and command-line usage knowledge.

Why Join Us?

• Enjoy autonomy with meaningful impact—own EMEA IT support and establish scalable standards.
• Work in an AI-first environment utilizing advanced tools to enhance productivity and effectiveness.
• Gain immediate involvement supporting a diverse EMEA workforce across multiple countries and time zones.
• Be part of a market-leading company in hospitality revenue management, driving growth at speed.

Additional Details

• Work location: Fully remote within Spain or United Kingdom.
• Department: IT.
• This role reports directly to the Senior IT Lead.
• Applicants must possess the legal right to work in Spain or the United Kingdom.

Diversity & Equal Opportunity

We embrace diversity and are committed to creating an inclusive workplace for all employees. Employment decisions are made without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic by law.

Call to Action

If you are a technically proficient IT support specialist who thrives on autonomy, builds durable solutions, and desires to contribute to a dynamic and growing company, we encourage you to apply.