IT Support Engineer L2

Overview

IT Support Engineer (L2) for a global, distributed team, supporting complex technical escalations and security-minded incident handling.

What you'll do

• Handle L1 escalation tickets: intake, triage, diagnosis, and resolution.
• Provide onboarding/offboarding support, including account creation/deprovisioning and laptop baseline setup.
• Run incident response for phishing, account compromise, lost/stolen devices, malware, and security alerts using playbooks.
• Build automation and integrations using scripts, APIs, and Zapier/n8n (or equivalents).
• Own Access Governance and manage SaaS administration tasks.
• Maintain documentation and mentor L1 with runbooks, instructions, and recurring procedures.

What you'll need

• 5 years in IT support, with 3–5 years at L2/Sysadmin level.
• Strong troubleshooting skills and end-to-end ticket ownership.
• Hands-on administration and troubleshooting for macOS.
• Google Workspace admin skills (roles, logs, security settings).
• Knowledge of security and incident handling for phishing/account compromise.
• Comfort with identity and access work (RBAC, audits, access reviews; SSO/SAML/SCIM onboarding/offboarding impact).
• Ability to write and keep documentation up to date (runbooks/checklists/incident playbooks) and mentor L1.

Details

• Location: Spain (Remote).
• Working hours: 14:00–23:00 CET.
• Working language requirement: fluent in Russian and English.