Overview
IT Support Engineer (L2) supporting complex technical escalations and security-minded incident response for a global team.
What you'll do
- Handle L1 escalations by intake, triage, diagnosis, and resolution of unresolved tickets.
- Own onboarding/offboarding activities including account creation/deprovisioning and laptop baseline setup.
- Respond to security incidents such as phishing, account compromise, lost/stolen devices, and malware using documented playbooks.
- Improve operations via automation using scripts/APIs and Zapier/n8n (or equivalents) and integrations.
- Provide L1 mentoring and maintain/improve instructions, runbooks, and automations documentation.
- Administer corporate SaaS and manage SaaS lifecycle items like registries, renewals reporting, and decommissioning.
- Develop and maintain identity-related incident playbooks for Google Workspace and access rotation.
What you'll need
- 5 years in IT support with at least 3–5 years at L2/Sysadmin level.
- Strong troubleshooting and end-to-end ticket ownership (intake through escalation when out of scope).
- Hands-on experience with macOS administration and end-user troubleshooting.
- Strong Google Workspace admin skills (roles, logs, security settings).
- Understanding of security and incident handling for phishing/account compromise.
- Comfort with identity & access work including RBAC, audits, access reviews, and SSO/SAML/SCIM impact.
- Ability to write and keep documentation up to date (runbooks/checklists/incident playbooks) and mentor L1.
Details
- Location: Turkey; work is remote.
- Working hours: 14:00–23:00 CET.
- Languages: fluent in Russian and English.
Read the full description and apply on the company’s own careers page.
