IT Support Engineer – L1/L2

This is a fully remote position, open to applicants in India.

📋 Description

• Acknowledge, triage, and resolve L1 and L2 requests within the Slack service desk.

• Close the loop with requesters and escalate issues beyond L2.

• Manage Google Workspace, Slack, HubSpot, and approved AI tools, including accounts, groups, licenses, and permissions.

• Process joiner, mover, and leaver access changes using the identity platform, including 2SV and MFA enrollment.

• Enroll, configure, and troubleshoot macOS and Windows devices.

• Provide support for UniFi access points, switches, guest networks, and staff networks across campus locations.

• Assist with CCTV and door access control, including additions, removals, and fault escalation.

• Collaborate with the Melbourne MSP to resolve campus network issues and ensure they meet their commitments.

• Provide access, configuration, and first-line support for sales, go-to-market, finance, and tutor tools.

• Create change records prior to production changes, fully log incidents, and contribute to root cause analysis.

• Write and maintain knowledge base articles, how-to guides, and system documentation.

• Enforce least-privilege access, complete offboarding checklists, and report suspected phishing, unusual account activity, and potential data exposure.

• Suggest automations for repetitive tasks, including estimated hours saved and proposed tools.

• Report to the Senior Systems Engineer and collaborate with the Melbourne team.

⛳️ Requirements

• 2 to 4 years of experience in IT support, service desk, or systems support, including L2 responsibilities where you owned the fix.

• Hands-on administration experience with Google Workspace or Microsoft 365, covering accounts, groups, licenses, and permissions.

• Proficient in supporting both macOS and Windows environments.

• Solid understanding of networking fundamentals: IP addressing, VLANs, and wireless technologies.

• Basic knowledge of identity and access management: users, groups, roles, least privilege, MFA, and 2SV.

• Experience managing a ticket queue with metrics on first response and resolution time.

• Strong written English communication skills.

• Comfortable working across the time difference between India and Australia.

• Practical experience with UniFi, CCTV, or door access control systems.

• Familiarity with administration of HubSpot, Rippling, Aircall, or Notion.

• Basic scripting or automation experience using Google Apps Script, Zapier, Make.com scenarios, or Python.

• Background in education or similar settings that involve handling student or minor data.

• A diploma, degree, or certification in the field, such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or Google Workspace Administrator.

🏝️ Benefits

• Fully remote position, available anywhere in India.

• No travel required.

• Compensation details will be shared early in the hiring process.

• The hiring process includes a written assessment, a short video response, a practical task, and two discussions.

• Clear career advancement path from operator to leadership role.

• Opportunity to propose and implement automation improvements.

• Chance to work with approved AI tools and assist staff in utilizing them effectively.