IT Support Engineer, L2

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

📋 Description

• Level 1 escalations: manage the intake, triage, diagnosis, and resolution of tickets that remain unresolved at L1. This includes administrative tasks in corporate tools, access provisioning, handling complex technical requests, integrations, and responding to alerts from monitoring systems. Adhere to agreed SLAs for response and resolution; escalate further when issues exceed scope or ownership boundaries.

• Onboarding and offboarding assistance: responsible for creating and deprovisioning accounts in corporate SaaS applications, MDM enrollment where applicable, credential handover, and initial laptop setup in accordance with internal procedures.

• Incident management: address security incidents such as phishing, account compromises, lost or stolen devices, malware, and other security alerts — implementing containment, remediation, and follow-up actions using established playbooks.

• Automation and integrations: promote continuous enhancement through scripting, APIs, Zapier/n8n (or similar tools), and integrations to reduce repetitive manual tasks. While automation may not be your strongest area, a proactive attitude and genuine interest are essential. Collaboration with our Tools Engineer is encouraged, but ideas and ownership should originate from you.

• Mentoring and documentation for L1: offer regular feedback and coaching, maintain and enhance L1 instructions and runbooks, and document automations along with recurring operational processes.

• Administration of corporate SaaS: take ownership of core collaboration and identity platforms (e.g., Slack, Notion, Google Workspace, 1Password) and other corporate SaaS solutions — overseeing configuration, access policies, audits, and license management.

• Management of SaaS lifecycle: maintain the SaaS registry in Notion, generate reports for Vendor Management prior to renewals; assess new tools and implement them post-approval; phase out outdated tools.

• Development of identity-related incident playbooks: create and maintain playbooks for phishing, account compromises, suspicious sign-ins in Google Workspace, and credential/access rotation.

• At Fundraise Up, AI is an integral tool rather than an experimental one. We expect every team member to utilize AI in their daily tasks, identify opportunities where AI can transform challenges in their role, and enhance their proficiency as the technology evolves. You should already be meaningfully incorporating AI into your work and recognize its value and potential to improve your operations.

⛳️ Requirements

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

• Proficient troubleshooting skills and end-to-end ticket management (intake, triage, resolution, escalation when necessary).

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

• Strong administrative skills in Google Workspace (roles, logs, security settings).

• Knowledge of security protocols and incident management (phishing / account compromises).

• Comfortable with identity and access management tasks (RBAC, audits, access reviews; knowledgeable about how SSO / SAML / SCIM impact onboarding/offboarding).

• Capable of writing and maintaining up-to-date documentation (runbooks, checklists, incident playbooks); able to mentor L1 personnel.

🏝️ Benefits

• 10 business days of annual leave.

• Teleworking allowance: an additional $25 per month added to your salary.

• Comprehensive Private Medical Insurance for the entire family.

• 100% covered telemedicine plan.

• Home Office Setup Assistance: the company aids in purchasing furniture (office chair, office desk, monitor) and other items to create a comfortable workspace.

• English language learning courses.

• Relevant professional education opportunities.

• Gym or swimming pool access.

• Co-working options available.

• Remote working flexibility.