IT Support Engineer, L2

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

📋 Description

• Intake, triage, diagnosis, and resolution of L1 escalated tickets, including administration of corporate tools, access provisioning, complex technical requests, integrations, and monitoring alerts.

• Operate within established SLAs and escalate issues that fall outside of scope or ownership boundaries.

• Create and deactivate accounts in corporate SaaS applications.

• Assist with MDM enrollment, credential transfer, and foundational laptop setup during onboarding and offboarding processes.

• Manage responses to phishing attempts, account compromises, lost or stolen devices, malware incidents, and other security events using established playbooks.

• Promote process improvements through the use of scripts, APIs, Zapier/n8n, and other integrations.

• Mentor L1 support personnel and maintain documentation, runbooks, automation guidelines, and regular operational procedures.

• Administer collaboration and identity tools, including Slack, Notion, Google Workspace, 1Password, and other SaaS applications.

• Oversee the SaaS lifecycle, including registry management, renewal reporting, tool evaluation, rollout, and decommissioning.

• Develop and sustain incident playbooks related to identity management.

• Leverage AI effectively in daily tasks and identify opportunities to integrate AI into operational challenges.

⛳️ Requirements

• Proficient in both Russian and English.

• 5 years of experience in IT support, with a minimum of 3 to 5 years at the L2/Sysadmin level.

• Excellent troubleshooting capabilities and full ownership of ticket resolution.

• Practical experience with macOS administration and end-user troubleshooting.

• Strong skills in administering Google Workspace, including roles, logs, and security configurations.

• Knowledge of security measures and incident management, particularly regarding phishing and account compromise.

• Experience related to identity and access management, including RBAC, audits, and access reviews.

• Understanding of the implications of SSO, SAML, and SCIM on the onboarding and offboarding processes.

• Capability to write and maintain runbooks, checklists, and incident playbooks.

• Ability to mentor L1 support staff effectively.

• Experience with various corporate SaaS tools, automation, 1Password, Jira Service Management, vendor/license management, or MDM/endpoint solutions is highly desirable.

🏝️ Benefits

• Private health insurance, including dental and vision coverage.

• Contributions to national healthcare.

• Pension plan.

• English language courses (50% reimbursement, up to $1,000 annually).

• Gym or swimming pool membership (50% reimbursement, up to $500 annually).

• Reimbursement for co-working space (up to $250 monthly).

• Fully remote work arrangement.

• Generous home office stipend to enhance your remote workspace.

• Annual professional development stipend to facilitate your growth (e.g., workshops, courses, and seminars).

• Charitable giving program and paid time off for volunteering with registered non-profits.

• Equity options available.

• Collaborative product team environment.

• Clear product vision with access to genuine customer feedback.

• Flat organizational structure.

• Transparent company culture.

• Long-term strategic focus.