Role Description We are hiring an IT Support Analyst to support a Microsoft-based enterprise environment with a strong focus on Azure Virtual Desktop (AVD). This role supports a range of responsibilities typically associated with L1–L3 service desk environments, with actual scope aligned to individual experience and team needs. This is a hands-on role, supporting end users who work primarily through AVD, following defined processes and runbooks. Hands-on experience supporting AVD environments managed with Nerdio is required. - Provide L1–L2 support for users accessing systems via Azure Virtual Desktop (AVD) - Troubleshoot login issues, session disconnects, performance problems, and application access - Support local laptops used primarily for AVD connectivity - Support Nerdio-managed AVD environments, including: - Dynamic host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts - Support user access and devices via: - Active Directory (AD) - Microsoft Entra ID (Azure AD) - Intune - Provide operational support for: - PrinterLogic - Mimecast - Zscaler - Perform daily checks, follow change processes, and escalate issues when required Qualifications - Experience in Service Desk, IT Support, or Endpoint Support - Hands-on experience supporting Azure Virtual Desktop (AVD) - Experience working with Nerdio (mandatory) - Strong Windows 10/11 troubleshooting skills - Familiarity with Active Directory and user account management - Comfortable working in structured, process-driven environments - Strong written and spoken English (B2 or above) Benefits - Competitive pay - Fully remote - Clear scope and expectations - Hands-on experience with AVD and enterprise tools - Opportunity to grow and advance into leadership roles, while working with the brightest minds in the game

• Assist with IT tasks such as user management, password resets, and printer troubleshooting to support day-to-day client needs. • Manage incoming helpdesk tickets through voice and chat support, offering first-level troubleshooting and escalating as needed. • Utilize systems like Active Directory and Office 365 for user access updates, permissions, and account support. • Work closely with the FAST Team and tech leadership to build skills and gradually transition into more technical responsibilities over time.

• Provide IT support through voice and chat channels • Troubleshoot and resolve issues related to Helpdesk/Troubleshooting, Active Directory (AD), and Domain Name Systems (DNS) • Manage Windows Servers and utilize ConnectWise or other ticketing systems • Handle user creation/termination and application installations • Set up printers and resolve internet down issues • Configure and troubleshoot Office 365 and Office suite applications • Handle VIP ticket requests and priority user support • Recover and restore files (both locally and in cloud-based systems) • Respond to single user compromised email accounts • Set up drive mapping and access to network resources • Respond to and troubleshoot site-wide Wi-Fi and network outages

• Execute field and remote missions to support dealerships, authorized repairers, and technical centers across Europe, reducing vehicle downtime and backlog. • Diagnose and resolve complex technical incidents on customer vehicles, including advanced electrical/electronic and multiplexing faults. • Analyze issues affecting single vehicles and systemic problems impacting multiple vehicles; provide containment and corrective actions. • Use OEM diagnostic tools (e.g., wiTECH POD, DiagBOX VCI) to perform guided diagnostics, software updates, reprogramming, and parameterization. • Interpret wiring diagrams, service manuals, and technical bulletins to identify root causes and define repair methods. • Produce clear technical reports, incident summaries, and action plans; synthesize findings for engineering, quality, and aftersales stakeholders. • Contribute to the Technical Assistance process (case management, escalation, and closure), ensuring compliance with KPIs and service levels. • Coordinate and coach multidisciplinary teams at the point of repair; deliver on-the-job training and knowledge transfer to technicians. • Feed recurring issues and lessons learned into knowledge bases and continuous improvement loops. • Ensure safe working practices and cost-aware decision-making throughout diagnostics and repair support. • Manage tools, equipment, and logistics for missions; maintain accurate records of cases, time, and priorities.