• Lead a high-caliber engineering team that will scale as the business grows, identifying and filling any team gaps • Perform personnel management tasks for a team of engineers, including performance reviews, compliance with company policies, mentoring, and helping plan career growth • Understand and manage team morale through regular assessments and collaboration with engineering leadership • Train new engineers on our best practices, standards, culture, and policies • Foster a team-oriented, supportive culture with a strong focus on creating a working environment that fosters collaboration, inclusion, open communication, and delivering outcomes using agile methodologies • Be responsible for quality team output, on-call rotation and maintenance schedule, and overall project management • Own IT tooling management including vendor relationships and procurement management • Constantly improve team productivity, refine agile processes, and create methods to increase efficiency • Investigate, analyze, and evangelize good engineering practices • Lead in the creation and execution of novel solutions to complex, unbounded technical problems

• 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