IT Support Specialist - EMEA - 100% Remote

NOTE: This is a FULLY remote role, but the candidate must be in EMEA to collaborate with their team, peers, and internal customers. Please only apply if you are physically based in EMEA.

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.

Hostaway is seeking a skilled and motivated IT Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance and support to our global, fully remote team members. 

As a profitable and growing company, this role is necessitated by our continued growth and commitment to our Core Values. 

About the role

Reporting to the Senior Security Manager, this role will:

• Provide first-line support for IT-related issues, including hardware and software troubleshooting

• With a view to creating a self-serve first support model, with zero-touch provisioning, you will 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

• 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

What we offer

• 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—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• 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. The specifics very much depend on the country of the applicant.

• 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).

Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.