IT Support Specialist — EMEA
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What Makes Us Different?</strong></p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global 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 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What You'll Be Doing</strong></p>
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<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">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.</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>What We're Looking For</strong></p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><em>You may be a good fit if you have:</em></p>
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<li class="font-claude-response-body whitespace-normal break-words pl-2">5+ years of help desk or technical support experience</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Working knowledge of Windows 10/11 and macOS</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with user account management in Azure AD/Entra ID or similar</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Basic networking knowledge — TCP/IP, DNS, DHCP, WiFi, VPN</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with ticketing systems and structured support workflows</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Excellent customer service skills and professional written and verbal communication</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">A self-motivated, autonomous working style — comfortable operating independently across a distributed, international team</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">The right to work in Spain or the United Kingdom</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><em>Strong candidates may also have:</em></p>
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<li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with MDM platforms — Intune, Jamf, JumpCloud, or equivalent</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with SSO platforms — Okta, Duo, Google SSO, or similar</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Knowledge of Google Workspace and Microsoft 365 administration</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Basic scripting knowledge in PowerShell, Bash, or Python for simple automation</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with automation tools such as Okta Workflows, Zapier, or Make</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Understanding of endpoint security concepts and compliance requirements</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Relevant certifications — CompTIA A+, Microsoft, Apple, or ITIL Foundation</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Experience supporting a distributed, international workforce</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Familiarity with Linux and basic command-line usage</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Why Duetto?</strong></p>
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<li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Autonomy with purpose.</strong> 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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>AI is how we work.</strong> 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.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Real scope from day one.</strong> You'll be supporting a globally distributed EMEA workforce across multiple countries and time zones, with direct partnership with Senior IT and InfoSec leadership.</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>A company worth supporting.</strong> Duetto is the market leader in hospitality revenue management — the work you do keeps a high-growth, globally distributed team running at Duetto speed.</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>The Details</strong></p>
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<li class="font-claude-response-body whitespace-normal break-words pl-2">Location: Remote — Spain or United Kingdom</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Department: IT</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Reports to: Senior IT Lead</li>
<li class="font-claude-response-body whitespace-normal break-words pl-2">Candidates must have the right to work in Spain or the United Kingdom</li>
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<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.</p>
<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]"><strong>Sound like you?</st
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