IT Support Engineer

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 …