• Serve as the first point of contact for inbound support calls from existing customers • Assist users with software features, system navigation, and general application use • Document all interactions and technical details accurately in the CRM • Participate in daily ticket review meetings to track progress and ensure timely resolution • Follow up with clients on closed or pending tickets to confirm completion and satisfaction • Collaborate with internal team members to escalate technical issues when necessary • Adhere to company procedures, service standards, and support best practices • Contribute to a positive, high-energy, and fast-paced team environment

• Independently manage and prioritize a personal ticket queue from intake through resolution, ensuring SLAs are consistently met. • Provide Level 3 support for hardware, software, network connectivity, identity, and productivity issues for end users across the organization. • Proactively follow up with end users on open tickets without needing reminders; drive tickets to closure and document root cause and resolution. • Produce and deliver weekly reports on ticket volume, resolution times, recurring issues, and outstanding items — on schedule, without being asked. • Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Azure AD / Entra ID, and Intune for device and identity management. • Support and administer Active Directory and Windows Server environments, including user/group management, GPOs, and basic server troubleshooting. • Provide full support for macOS and Apple devices, including setup, configuration, MDM enrollment, and end-user troubleshooting. • Manage tickets within the company’s ticketing platform (ServiceNow, Jira, or Zendesk), maintaining clean, auditable documentation of each case. • Identify recurring issues and recommend process, documentation, or configuration improvements to reduce ticket volume over time. • Partner with the US-based IT leadership to escalate complex issues appropriately and contribute to larger IT initiatives as needed. • Maintain and update internal knowledge base articles and end-user documentation.

Role Description At AI Digital, we know that our global team is only as strong as the technology that supports it. That’s why we’re looking for a proactive, tech-savvy and genuinely helpful IT Support Specialist to join our crew! - Provide support for OS (macOS, Windows) and SaaS-related complex issues for a global remote team - Develop and maintain a comprehensive internal Knowledge Base and technical documentation for both IT and end-users - Assist staff with IT-related training to improve technology adoption and technical savvy across the organization - Maintain a "Single Source of Truth" for all company hardware and software assets, ensuring accurate tracking and security compliance - Onboarding and offboarding of assets and SaaS systems - Enforce and maintain cybersecurity policies across all SaaS solutions and remote endpoints - Assist with incident responses and investigations - OS & Software patch management Qualifications - 2-3 years of experience in IT Support/SysAdmin roles - Expert-level knowledge of system administration for Windows/macOS - Hands-on experience with MDM solutions (ManageEngine, Jamf, Intune) - Ability to train and assist users in utilizing IT tools effectively - Fluent/Advanced English with proficient written skills for documentation Requirements - Nice to have: Automation and script-writing experience Benefits - USD compensation that values your expertise - Work from anywhere: Fully remote to suit your lifestyle - 31 days of paid time off: 21 days of annual leave + 10 days of sick leave, because your health and work-life balance matter - Growth-focused environment: Access to learning resources and clear pathways for growth - Fun team events: Virtual cooking classes, yoga sessions, team quizzes and more - A culture of trust: We cut the red tape - results over rules always. Open talk, ownership and getting things done together Company Description Time zone: CET Location: EMEA Steps of the selection process: - Screening Interview (45 minutes) – Initial conversation with a recruiter - Technical Interview (up to 60 minutes) – A deep dive into your functional expertise, problem-solving approach, and practical skills relevant to the role - Offer – If successful, you’ll receive an offer to join our team

Role Description This is a remote position. We are looking for an IT Specialist to join our IT department and work closely alongside our IT Administrator. This is a broad, hands-on role for someone who thrives in a small team environment, enjoys wearing multiple hats, and wants to grow into a key pillar of the company's technology operations. You will support day-to-day IT operations, assist with infrastructure management, and play a meaningful role in building out our data infrastructure — contributing to dashboards, pipelines, and analytics tooling that the wider business relies on. Over time, this person will develop the capability to manage IT operations independently and serve as backup coverage for the IT Administrator. This role is ideal for someone early in their career who is eager to learn fast, or a mid-level candidate who already has solid foundational skills and wants broader ownership. Schedule is 8 hours/day, 8am to 5pm, Eastern Time, Mondays to Fridays. Key Responsibilities - Helpdesk & End-User Support - Serve as a first point of contact for internal IT support requests from employees - Troubleshoot and resolve hardware, software, and connectivity issues in a timely and professional manner - Manage and maintain IT ticketing and support workflows - Provide excellent customer service — communicating clearly with both technical and non-technical staff - Infrastructure & Systems - Assist in the administration and maintenance of Microsoft 365 and Azure environments (user provisioning, licensing, security policies, Entra ID) - Support on-prem and cloud-based systems, including patching, monitoring, and maintenance - Help manage and maintain network infrastructure, including switches, firewalls, and VPNs - Assist with backup, disaster recovery, and endpoint management processes - Data Infrastructure & Analytics - Support the build-out of a modern data stack, including data pipelines and a centralized data warehouse - Assist with administration and maintenance of Metabase and Grafana for internal reporting and dashboards - Help develop and maintain ETL/ELT pipelines to centralize data from various business tools - Collaborate with stakeholders to build and maintain dashboards and reports that support decision-making - Contribute to the evaluation and implementation of data tooling (e.g., data warehouse platforms, transformation layers such as dbt) - Documentation & Process - Maintain clear and up-to-date documentation of systems, configurations, processes, and procedures - Assist in creating run-books and internal knowledge base articles - Help identify gaps in existing IT processes and propose improvements - Growth & Collaboration - Work closely with the IT Administrator to learn all aspects of the IT environment - Over time, develop the skills and knowledge to manage IT operations independently and act as backup coverage - Collaborate cross-functionally with other departments to understand their technology needs Qualifications - 1–3 years of experience in an IT support, systems administration, or similar technical role - Solid troubleshooting skills across Windows environments, networking, and end-user hardware/software issues - Comfortable working in a small team with significant autonomy and breadth of responsibility - Strong communication skills — able to explain technical concepts clearly to non-technical colleagues - Detail-oriented with a habit of keeping documentation accurate and up to date - Collaborative and team-oriented, with a genuine service mindset toward internal employees Requirements - Nice to Have - Hands-on experience with Microsoft 365 administration (Exchange, Teams, SharePoint, Entra ID / Azure AD) - Experience with cloud infrastructure on Azure, AWS, or GCP (VMs, storage, networking) - Familiarity with Metabase or Grafana for dashboards and reporting - Exposure to data pipelines, ETL/ELT concepts, or a modern data stack (e.g., data warehouses like Snowflake or BigQuery, transformation tools like dbt) - Experience with scripting or automation (PowerShell, Python, or similar) - Experience with no-code or low-code platforms (e.g., Power Automate, Zapier, Make, Airtable) or app development (internal tools, web apps, or integrations) - Any relevant certifications (e.g., Microsoft 365 Fundamentals, CompTIA A+/Network+, Azure/AWS/GCP fundamentals)