IT Support Agent Level 2

Staycity Group, we bring together two leading aparthotel brands - Staycity Aparthotels and Wilde Aparthotels - united by a shared commitment to modern, flexible hospitality. Across our properties and support teams, our goal is simple: to deliver exceptional experiences for our guests and create an environment where our people can do their best work.

Whether you're joining our operations or head office teams, you'll be part of a fast-growing European hospitality group built on our values of curiosity, drive, collaboration, kindness, and respect. We're a diverse and inclusive team that encourages you to bring your unique self to work - because we believe great hospitality starts with people who feel valued, supported, and inspired to grow.

Staycity Group is looking for a strong, hands‑on IT Support Agent Level 2 to join our growing IT team. This role is ideal for someone who thrives in a fast‑paced, cloud‑first environment and enjoys solving complex technical issues while still being actively involved in daily support operations.

As we continue expanding across Europe’s major cities, you will play a key role in strengthening our IT support capability – acting as an escalation point for junior team members while continuing to work within the ticket queue.

You’ll bring strong working knowledge of Microsoft Entra, Intune, and Microsoft 365, along with experience managing modern cloud‑based platforms such as Freshdesk and Codetwo.

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• Competitive salary
  
• Annual Bonus, based on performance and impact
  
• Paid Maternity, Surrogacy, Adoptive & Paternity leave
  
• Employer Contributed Pension
  
• 25 days annual leave plus Good Friday + Christmas Eve
  
• Hybrid working: 3 Days office & 2 days home + Flexible working hours
  
• Work from abroad policy (max 2 weeks per year)
  
• Health and Dental Insurance
  
• Education: Role-relevant higher‑education expenses, including tuition and books
  
• Volunteer days: 2 paid volunteer days with registered charities
  
• Employee Assistance Program: Support for you and your family when you need it
  
• Staff rates: From €25 per night - Overnight stays for you and your family and friends
  
• Long service rewards
  
• Refer and earn scheme
  
• TaxSaver commuter scheme
  

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• 3 to 6 plus years experience in IT support within a Microsoft cloud environment
  
• Strong working knowledge of Microsoft Entra, Azure AD
  
• Strong experience with Microsoft Intune and device management
  
• Solid understanding of Microsoft 365 administration
  
• Experience working with cloud based SaaS platforms
  
• Strong troubleshooting and root cause analysis skills
  
• Confidence working in a fast paced, growing organisation
  
• Experience mentoring or supporting junior team members
  
• Excellent communication and stakeholder engagement skills
  

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• ITIL knowledge
  
• Experience supporting multi site or multi country operations
  
• Exposure to networking fundamentals
  
• Experience supporting hospitality or property based operations
  

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• Actively manage and close support tickets across the business, ensuring high quality handling and strong SLA performance
  
• Troubleshoot and resolve complex identity, access and device related issues across Microsoft cloud environments
  
• Serve as a key escalation point for junior IT support agents, providing guidance on more technical cases
  
• Manage user lifecycle processes including onboarding, offboarding and group based access in Microsoft Entra
  
• Troubleshoot MFA, conditional access, authentication and SSO related issues, supporting role and permissions governance
  
• Support Microsoft Intune device enrolment, compliance policies and configuration profile management