Job Description

IT Support Specialist

About Hotels at Home

Hotels at Home has over 20 years of experience bringing the luxury hotel experience directly to guests' homes. We partner with the world's leading hotel brands—including Marriott, Hilton, and Accor—as well as celebrity brands like Love01 (John Legend) to deliver premium bedding, linens, and amenities that recreate the comfort and quality of a five-star hotel stay.

As a global e-commerce and logistics company, we manage complex multi-brand operations across the US, Canada, Europe, and Asia, serving millions of customers who want to bring that hotel feeling home. Our entrepreneurial culture combines agility and innovation with sophisticated technology and operations that rival the largest e-commerce companies.

Role Overview

Join our IT team as an IT Support Specialist, providing hands-on technical support for employees across US and European operations. You'll be the front-line technology expert ensuring reliable access to systems, devices, and networks.

This role is perfect for a technical problem-solver who enjoys working directly with users and troubleshooting diverse technology challenges. You'll handle user onboarding, device configuration, network troubleshooting, and security compliance with Microsoft 365, corporate network infrastructure, and endpoint security tools.

This is an excellent opportunity to develop expertise across networking, security, and device management, with clear growth potential to senior technical roles or IT leadership.

AI-First Organization

We're a world-class tech team leading the use of AI to build internal tooling and drive operational excellence. We expect our IT team members to be passionate about AI experimentation, actively using AI tools to innovate in their work and side projects—far beyond simple tasks. You'll collaborate with a technically sophisticated Engineering and Automations team that embraces AI as a core competitive advantage.

Goals & Responsibilities

End-User Technical Support

• Provide technical support for employees across US and European operations
• Respond to support requests via ticketing system with timely resolution
• Troubleshoot hardware, software, network, and application issues for Windows and macOS
• Assist users with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• Document support interactions and create knowledge base articles

Device Management & Configuration

• Configure and deploy laptops, desktops, mobile devices, and peripherals
• Manage device lifecycle including setup, security configuration, and decommissioning
• Ensure devices comply with security policies including encryption and antivirus
• Manage device inventory tracking assignments, warranties, and replacements
• Coordinate device repairs and vendor support

Account & Access Management

• Create and manage user accounts in Microsoft 365, Active Directory, and business applications
• Configure email and collaboration access for new employees during onboarding
• Execute IT offboarding procedures revoking access and recovering devices
• Reset passwords, unlock accounts, and manage multi-factor authentication enrollment
• Maintain documentation of user access rights

Network & Connectivity Support

• Troubleshoot network connectivity issues including Wi-Fi, VPN, and wired connections
• Assist remote employees with VPN configuration
• Monitor network performance and escalate issues to IT Manager
• Support office moves and network infrastructure adjustments

Security & Compliance

• Enforce endpoint security policies including antivirus, EDR, and encryption
• Conduct security awareness training on phishing and data protection
• Respond to security incidents including compromised accounts and malware
• Monitor security alerts and coordinate remediation

IT Projects & Improvements

• Support IT projects including software rollouts and system upgrades
• Create IT documentation including setup guides and troubleshooting procedures
• Participate in on-call rotation for after-hours support
• Contribute to IT knowledge base

Required Skills & Experience

Core Experience

• 2-4 years in IT support, help desk, systems administration, or technical support roles
• Strong experience supporting both Windows (PC) and macOS (Mac) environments
• Proven track record troubleshooting hardware, software, network, and connectivity issues
• Experience with Microsoft 365 administration (user management, Exchange Online, Teams, SharePoint)
• Familiarity with Active Directory, user account management, and permissions
• Experience with ticketing systems and IT service management best practices
• Strong customer service skills with ability to communicate technical concepts to non-technical users
• Self-motivated and able to work independently while managing multiple priorities
• Passion for AI : Actively using AI tools (Claude, ChatGPT, etc.) to improve workflows and experiment with innovative technical solutions
• Problem-solving mindset : Enjoy diagnosing complex technical issues and finding creative solutions

Technical Knowledge

• Windows 10/11 and macOS operating systems (installation, configuration, troubleshooting)
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Office applications)
• Basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN)
• Endpoint security tools (antivirus, EDR, encryption, patch management)
• Mobile device management (MDM) for smartphones and tablets
• Hardware troubleshooting for laptops, desktops, printers, and peripherals
• Software installation, configuration, and licensing management
• Remote support tools and techniques for assisting distributed teams
• Bonus : Scripting or automation experience (PowerShell, Python, Bash) for repetitive tasks
• Bonus : Understanding of cloud platforms (AWS, Azure) or infrastructure concepts

Soft Skills

• Excellent written and verbal communication skills
• Strong documentation skills for creating clear, concise IT guides
• Patience and empathy when working with users of varying technical skill levels
• Ability to prioritize and manage multiple support requests efficiently
• Team player who collaborates well with IT leadership and cross-functional teams
• Willingness to learn new technologies and adapt to changing business needs
• Attention to detail ensuring accurate configuration and documentation

Growth & Impact Opportunities

Exceptional performers will have opportunities to:

• Advance to senior technical roles including Senior IT Support Specialist, Systems Administrator, or Network Engineer
• Specialize in technical areas such as cybersecurity, network engineering, or device management
• Lead IT projects including technology rollouts and infrastructure upgrades
• Mentor junior IT staff as the IT team grows
• Develop automation expertise using AI tools and scripting
• Build career path to IT management with progression through technical leadership roles

Technical Stack

Microsoft 365 & End-User Productivity

• Microsoft 365 (Azure AD/Entra ID, Exchange Online, Teams, SharePoint, OneDrive)
• Proofpoint for email security and threat protection
• Microsoft Intune for device management and mobile device management (MDM)
• Microsoft Defender for Endpoint for endpoint security
• Windows 10/11 and macOS operating systems
• Office 365 applications (Word, Excel, PowerPoint, Outlook)

Device Management & Security

• Windows PC and Mac laptop/desktop configuration
• Mobile device management (MDM) for smartphones and tablets
• Endpoint detection and response (EDR) solutions
• Antivirus and anti-malware platforms
• Full disk encryption for Windows (BitLocker) and macOS (FileVault)
• Patch management and software deployment tools

Network & Connectivity

• Corporate network infrastructure (routers, switches, firewalls, Wi-Fi)
• VPN solutions for secure remote access
• Network troubleshooting tools and diagnostics
• Remote support tools for end-user assistance

IT Support & Operations

• IT ticketing and helpdesk systems
• IT asset management and inventory tracking
• Remote desktop and support tools
• Backup and recovery solutions for end-user data
• IT knowledge base and documentation platforms

Collaboration & Business Applications

• Monday.com (project tracking and workflow automation)
• Google Workspace for documentation and collaboration
• Various department-specific applications supporting e-commerce operations

Bonus Experience

• Scripting and automation (PowerShell, Python, Bash) for repetitive tasks
• Basic understanding of AWS/Azure cloud platforms
• Familiarity with DevOps concepts and infrastructure-as-code

Team Collaboration

IT Leadership:

• Corporate IT Manager for guidance, escalations, and technical mentorship
• IT team members (as team grows) for support operations collaboration

Cross-Functional:

• All employees across US and Europe for daily technical support
• Operations, Marketing, Finance, and Executive teams for technology support

External Partners:

• Hardware and software vendors for technical support
• IT service providers for specialized support
• Internet service providers for connectivity issues

Location & Role Details

Level: Mid-Level (IT Support Specialist)

• This role offers an excellent opportunity to build IT support expertise in a sophisticated enterprise environment. You'll work with cutting-edge technology, gain exposure to diverse technical challenges, and develop skills across device management, networking, and security with clear growth paths to senior technical roles or IT leadership.

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