About the role
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.