Remote IT Support Analyst (EMEA Focus)

Horizon3Ai; Amsterdam; Hybrid; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Inclusive Team

Growth Opportunities

Innovative Culture

Hybrid & Remote Work

Competitive Compensation

Job summary

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support for EMEA-wide employees, onsite and remotely. You will handle hardware, software, accounts, and collaboration tools, while escalating complex issues to senior staff.

You will resolve tickets, support onboarding/offboarding, and maintain records, following runbooks and collaborating with Security and IT Engineering to ensure compliant practices. A customer‑first mindset is essential.

Qualifications

• Foundational IT support experience required.
• Knowledge of MacOS and/or Windows and enterprise collaboration software.
• Ability to communicate clearly with technical and non‑technical staff.
• Prioritize and manage a queue of requests with minimal direction.
• Good judgment on when to resolve issues or escalate.
• Curiosity and willingness to improve user experience.

Responsibilities

• Provide onsite hardware setup, network connectivity, AV equipment, and printer troubleshooting.
• Resolve help desk tickets for hardware, software, accounts and ticketing queue management.
• Assist onboarding/offboarding including equipment provisioning and account setup.
• Handle identity/access tasks (password resets, MFA), escalating sensitive requests.
• Support endpoint management tasks (imaging, patching, asset tracking).
• Maintain records of tickets, assets, and resolutions for reports/audits.
• Follow runbooks and update knowledge base; flag gaps to the Global Help Desk Manager.
• Escalate unresolved/high-impact issues promptly with context and steps tried.
• Collaborate with Security and IT Engineering on device compliance and access control.

Skills

IT support

Endpoint OS knowledge

Clear communication

Queue management

Judgment and escalation

Curiosity and improvement

Education

2–4 years IT support experience

Experience with both in-office and remote teams

Tools

Jira/Jira Service Management

Okta/Entra identity management

Jamf/Iru/Intune

Google Workspace, Slack, Zoom

Job description

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support for EMEA-wide employees, onsite and remotely. You will handle hardware, software, accounts, and collaboration tools, while escalating complex issues to senior staff.

You will resolve tickets, support onboarding/offboarding, and maintain records, following runbooks and collaborating with Security and IT Engineering to ensure compliant practices. A customer‑first mindset is essential.