IT Support Specialist — EMEA

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. What Makes Us Different? 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. What You'll Be Doing 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. 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. 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. 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. 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. 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. What We're Looking For You may be a good fit if you have: 5+ years of help desk or technical support experience Working knowledge of Windows 10/11 and macOS Experience with user account management in Azure AD/Entra ID or similar Basic networking knowledge — TCP/IP, DNS, DHCP, WiFi, VPN Experience with ticketing systems and structured support workflows Excellent customer service skills and professional written and verbal communication A self-motivated, autonomous working style — comfortable operating independently across a distributed, international team The right to work in Spain or the United Kingdom Strong candidates may also have: Experience with MDM platforms — Intune, Jamf, JumpCloud, or equivalent Experience with SSO platforms — Okta, Duo, Google SSO, or similar Knowledge of Google Workspace and Microsoft 365 administration Basic scripting knowledge in PowerShell, Bash, or Python for simple automation Familiarity with automation tools such as Okta Workflows, Zapier, or Make Understanding of endpoint security concepts and compliance requirements Relevant certifications — CompTIA A+, Microsoft, Apple, or ITIL Foundation Experience supporting a distributed, international workforce Familiarity with Linux and basic command-line usage Why Duetto? Autonomy with purpose. 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. AI is how we work. 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. Real scope from day one. You'll be supporting a globally distributed EMEA workforce across multiple countries and time zones, with direct partnership with Senior IT and InfoSec leadership. A company worth supporting. Duetto is the market leader in hospitality revenue management — the work you do keeps a high-growth, globally distributed team running at Duetto speed. The Details Location: Remote — Spain or United Kingdom Department: IT Reports to: Senior IT Lead Candidates must have the right to work in Spain or the United Kingdom 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. Sound like you? You don't need every item on this list. If you're a technically solid IT support professional who thrives with autonomy, builds things that last, and wants to do it at a company with real momentum — we'd love to hear from you. #LI-REMOTE