IT Support Engineer

Location: Limassol We are toogeza, a Ukrainian recruiting company that is focused on hiring talents and building teams for tech startups worldwide. Currently, we are looking for an IT Support Engineer for Roosh https://www.roosh.tech/. Location: Limassol, Cyprus Work model: Hybrid (4 days on-site, 1 day remote) About our client Roosh Investment Group scales remarkable businesses globally. We're a dedicated team of investors, entrepreneurs and operators. With over 10 years of expertise, we act as partners in growing businesses rather than mere financial backers. About the role We’re looking for a proactive and service-oriented IT Support Engineer to take ownership of day-to-day IT support and workplace technology across our Limassol offices. You’ll be the primary point of contact for employees, ensuring that their devices, accounts, applications, and office technology work reliably and securely. This is a hands-on role combining end-user support, endpoint administration, identity and access management, and office IT operations. We’re looking for someone who can work independently, take responsibility for resolving issues, identify opportunities for improvement, and collaborate effectively with the IT Infrastructure and Security teams. What you’ll be doing End-User Support & IT Operations - Provide day-to-day technical support to employees, both on-site and remotely. - Own support requests from initial diagnosis through resolution, keeping users informed throughout the process. - Troubleshoot hardware, software, connectivity, authentication, and application issues. - Prioritize and manage incidents and service requests based on business impact and urgency. - Escalate complex infrastructure and security issues to the appropriate teams, providing clear diagnostic information. - Support meeting rooms, video conferencing systems, printers, and other office technology. Endpoint & Workplace Management - Provision, configure, maintain, and troubleshoot Windows and macOS workstations. - Manage device enrollment, configuration, security baselines, and software deployment using endpoint management tools. - Maintain endpoint compliance, including encryption, OS updates, endpoint protection, and device health. - Coordinate hardware repairs, replacements, and warranty claims. - Maintain accurate IT asset inventory and track equipment throughout its lifecycle. Identity & Access Management - Administer user accounts, groups, and access permissions in Google Workspace, Microsoft Entra ID, and Active Directory. - Manage employee onboarding, offboarding, and internal transfers. - Provision and revoke access according to approved requests and established procedures. - Support MFA, SSO, and authentication-related troubleshooting. - Perform routine access reviews and identify outdated or unnecessary permissions. - Follow least-privilege principles and established security policies. Office IT & Connectivity - Troubleshoot office LAN, Wi-Fi, VPN, and basic network connectivity issues. - Provide first-line support for MikroTik, HP Aruba, switches, access points, and related network equipment. - Coordinate with the Infrastructure team on network incidents and configuration changes. - Support office relocations, workstation installations, and IT equipment deployments. - Work with external vendors and service providers when necessary. Service Management & Continuous Improvement - Manage incidents, service requests, and tasks through Jira Service Management or similar ITSM platforms. - Maintain accurate ticket records, resolution notes, and support documentation. - Create and maintain knowledge base articles, troubleshooting guides, and standard operating procedures. - Identify recurring incidents and contribute to root cause analysis. - Suggest and implement improvements to support workflows and routine operations. - Automate repetitive tasks where practical and appropriate. Must-have experience - 2+ years of hands-on experience in IT Support, Desktop Support, or Workplace IT. - Strong troubleshooting skills across Windows and macOS environments. - Practical experience administering Google Workspace, Microsoft Entra ID (Azure AD), or Active Directory. - Understanding of identity and access management, user lifecycle processes, MFA, SSO, and access permissions. - Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi. - Experience with Jira Service Management, Confluence, and Slack, including ticket handling, documentation, and daily collaboration. - Hands-on experience with MDM/UEM solutions, preferably ManageEngine Endpoint Central or similar platforms, including device management, software deployment, patch management, and endpoint configuration. - Experience with enterprise endpoint protection and security tools, including antivirus/EDR, disk encryption, and endpoint compliance. - Practical experience supporting meeting room technology and video conferencing equipment. - Experience with IT asset inventory, hardware lifecycle management, and equipment tracking. - Basic scripting and automation skills using PowerShell, Bash, or AI-assisted development tools (vibe coding). The ability to create, understand, test, and safely maintain simple scripts is more important than writing everything from scratch. - Experience writing and maintaining technical documentation, troubleshooting guides, and standard operating procedures. - Strong problem-solving skills and the ability to independently investigate and resolve technical issues. - English: Intermediate (B1–B2), sufficient for employee communication and technical documentation. Nice to have - Hands-on experience with MikroTik and HP Aruba networking equipment. - Experience with SharePoint administration. - Familiarity with basic Windows Server and Linux troubleshooting. - Experience with firewalls, VPN configuration, and network segmentation. - Experience with IT automation and integrations using APIs, webhooks, or low-code platforms. - Basic understanding of ITIL practices, incident management, and service improvement. - Valid driving license and access to a car. What kind of person fits this role - Service-minded: genuinely enjoys helping people and improving their experience with technology. - Accountable: takes ownership of issues and follows them through to resolution rather than simply passing them to someone else. - Independent: can organize daily work, make routine operational decisions, and recognize when escalation is necessary. - Proactive: identifies recurring problems, operational gaps, and opportunities for improvement. - Security-conscious: understands the importance of access controls, confidentiality, and following established procedures. - Practical: comfortable with hands-on tasks, from troubleshooting laptops to setting up meeting rooms and office equipment. - Organized: maintains accurate records, documentation, and task priorities. - Collaborative: works effectively with colleagues, infrastructure engineers, security specialists, and external vendors. - Adaptable: learns new technologies and adjusts to changing business requirements. Soft Skills - Customer Orientation – understands employee needs and delivers practical, timely, and effective solutions. - Discretion & Confidentiality – demonstrates sound judgment when handling sensitive information, respects employee privacy, and maintains strict confidentiality in all IT support activities. - Communication – explains technical issues clearly, listens actively, and keeps users informed. - Ownership & Accountability – takes responsibility for tasks, follows through on commitments, and ensures issues are properly resolved. - Problem Solving – approaches technical issues systematically, investigates root causes, and avoids unnecessary escalation. - Proactivity – identifies recurring issues, suggests improvements, and flags potential risks early. - Prioritization & Time Management – manages competing requests effectively based on urgency and business impact. - Teamwork – collaborates constructively, shares knowledge, and supports colleagues. - Stress Resilience – remains calm, professional, and solution-focused during incidents and high-pressure situations. - Continuous Learning – actively develops technical skills and adapts to new tools and technologies.