IT Support Specialist

Summary

Join Hostaway, a SaaS startup transforming the vacation rental industry, as a fully remote IT Support Specialist based in EMEA. Reporting to the Senior Security Manager, you will provide first-line IT support to our global team, focusing on a self-serve model with zero-touch provisioning. You will troubleshoot hardware and software, manage user accounts, maintain IT asset inventory, and assist with security tool rollouts. This role requires 2-3 years of IT support experience with remote teams, strong knowledge of Windows/macOS and Google Workspace, and excellent communication skills. Hostaway offers competitive compensation, 100% remote work, equity, values-driven leadership, professional growth opportunities, paid leave, and geographic-specific benefits like health insurance and pensions where applicable.

Requirements

• 2-3 years of IT support experience supporting a remote team
• Strong knowledge of Windows/macOS operating systems and Google Workspace
• Experience rolling out new tools and systems to a remote team
• Must be willing and able to work with regularity that provides some overlap to both EU and US timezones (while maintaining a standard 8-hour work day)
• Fluent in English (Writing/Speaking), excellent communication and interpersonal skills, and a strong customer service mindset
• Experience working in a fast-paced start-up/scale-up environment

Responsibilities

• Provide first-line support for IT-related issues, including hardware and software troubleshooting
• Ensure our knowledge base is up to date with clear help guides and processes, and build out intelligent auto-responses for our ticketing system that reduces the level of human support needed to service our team
• Configure, support, and maintain computer systems, software, and other peripherals
• Assist with user account management, including password resets, access permissions, and system onboarding/offboarding
• Diagnose and resolve technical issues related to Windows/macOS operating systems and common applications
• Maintain an inventory of IT assets, ensuring accurate records of equipment and software licenses
• Assist the Senior Security Manager with rolling out security tools and processes
• Manage company-wide tools, including MDM and access management systems
• Identify recurring technical issues and recommend solutions for improvement
• Provide training and support to end-users to enhance their understanding of IT systems

Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company
• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions
• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary
• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)