IT Support Specialist

GEN PLUS Group; Ohio; On-site; USD 52,000 - 76,000; Full time

Job summary

GEN+ Group is seeking an experienced IT Support Specialist to own day-to-day IT across the GEN+ Group of agencies. You will fix issues end to end, manage Microsoft 365 and device administration, and ensure secure, reliable access for staff across multiple locations.

Ideal candidates will have hands-on experience with Windows/macOS, Microsoft 365, Entra ID, and Intune, with strong communication skills and a proactive approach to security and onboarding/offboarding processes.

Qualifications

• Proven experience in IT support or systems administration.
• Strong troubleshooting across Windows, macOS, Microsoft 365 and Office apps.
• Hands-on experience administering Microsoft 365 and Entra ID.
• Genuine interest in AI tools and how to apply them to support.
• General networking knowledge (Wi‑Fi, routers, devices).
• Fluent English, written and spoken.

Responsibilities

• Own the day-to-day IT support queue, triage and resolve requests from staff across agencies and locations.
• Troubleshoot Windows, macOS, Microsoft 365, mobile devices, printers and office networks, in person and remotely.
• Keep stakeholders informed until issues are closed and address root causes for repeat incidents.
• Help manage users, groups, licences, shared mailboxes and permissions in Microsoft 365 admin center and Entra ID.
• Assist with Exchange Online, Teams, SharePoint, and OneDrive settings and storage, and Mac/Windows device enrollment in Intune.
• Support security by monitoring MFA, Conditional Access, and incident response.

Skills

IT support

Windows/macOS troubleshooting

Microsoft 365 administration

Entra ID

Intune

Security best practices

Tools

Microsoft 365 Admin Center

Entra ID

Intune

Job description

GEN+ Group is a family of creative and communications agencies: PRM Global, NEEDaFIXER, Them Again, Bees & Honey, The Socials, SPANDY and AI Labster. Our teams are globally placed with offices across the UK, UAE, Saudi Arabia and Greece.

Under the hood, we run on Microsoft 365, Entra ID and Intune, with a mixed fleet of Mac and Windows laptops. If you've already got your hands dirty with this stack, that's a big plus.

We're looking for an experienced IT Support Specialist to take ownership of day-to-day IT across GEN+ Group. You'll be the go-to person for our staff, fix issues end to end, and help run our Microsoft 365 and device management environment.

If you like fixing things properly, explaining them simply and leaving every system a bit better than you found it, we'd love to hear from you.

What you'll be doing

Someone's Mac won't join the Wi‑Fi, a new starter needs a laptop and accounts, and a suspicious email just landed in a dozen inboxes. If that sounds like a good puzzle rather than a bad morning, we'd love to meet you.

Keeping everyone up and running

• Own the support queue: triage, resolve and close requests from staff across all our agencies and locations
• Troubleshoot Windows, macOS, Microsoft 365, mobile devices, printers and office networks, in person and remotely
• Keep people in the loop until their issue is closed, and spot the repeat offenders so you can fix them at the root

Microsoft 365 and device management

• Help manage users, groups, licences, shared mailboxes and permissions in the Microsoft 365 admin centre and Entra ID
• Help look after Exchange Online, Teams, SharePoint and OneDrive settings, sharing and storage
• Help manage Mac and Windows devices in Intune, such as enrolling new devices

Security

• Help maintain MFA, Conditional Access and device compliance, and follow up on sign-in and security alerts
• Jump on phishing and account compromise incidents, and help our people stay safe

Kit: buying and leasing

• Gather quotes, raise purchase requests and place orders for laptops, monitors and accessories
• Help manage equipment leasing with our leasing partners: quotes, paperwork, lease end dates, returns, buyouts and renewals
• Keep the asset register accurate, and coordinate repairs and warranty claims

Joiners and leavers

• Get accounts and devices ready for new starters, and secure accounts, data and equipment when people leave
• Maintain and improve our onboarding and offboarding processes and their automations
• Write and update clear how-to guides that staff will actually want to read

Requirements and skills

• Proven experience in IT support or systems administration
• Strong troubleshooting skills across Windows, macOS, Microsoft 365 and the Office apps
• Hands‑on experience administering Microsoft 365 and Entra ID (users, groups, licences, mailboxes, permissions)
• A genuine interest in AI tools, the know‑how to use them, and ideas for how they can make support work faster
• General networking knowledge (Wi‑Fi, routers, connecting devices)
• Fluent English, written and spoken: we work across several countries, and English is how we talk to each other
• You're organised and reliable: you follow up, keep records accurate and close what you open
• You're clear and friendly with people who aren't technical

Bonus points if you have:

• Hands‑on experience with Intune for both Windows and macOS devices
• Working knowledge of MFA, Conditional Access and common security practices
• Experience with Windows 365 Cloud PCs or backup tools
• Experience with UniFi or similar network equipment
• Experience managing SaaS tools such as DocuSign and Adobe

• Real ownership. This isn't a ticket-forwarding job. You'll own support and systems across the whole group.
• Variety. From security alerts to laptop leases to onboarding automations, no two weeks look the same.
• A modern stack. Microsoft 365, Entra ID and Intune, with both Macs and Windows laptops to look after.
• An international crew. Creative and communications agencies with teams in the UK, UAE, Saudi Arabia and Greece.
• Room to grow. There's space to grow into wider infrastructure and security work.