IT Support Engineer L2

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

📋 Description

• Intake, triage, diagnosis, and resolution of L1-escalated tickets, which encompasses corporate-tool administration, access provisioning, integrations, technical requests, and monitoring alerts.

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

• Assist with onboarding and offboarding by managing SaaS account creation and deprovisioning, MDM enrollment, credential handoff, and baseline laptop setup.

• Address phishing, account compromises, lost or stolen devices, malware, and other security incidents utilizing documented playbooks.

• Promote automation and integrations through scripts, APIs, Zapier/n8n, or similar tools.

• Mentor L1 support staff while ensuring the maintenance of instructions, runbooks, automation documentation, and operational procedures.

• Oversee corporate SaaS and identity tools such as Slack, Notion, Google Workspace, and 1Password.

• Manage the SaaS lifecycle, including registry, renewal reporting, new-tool evaluation and rollout, and decommissioning processes.

• Create and sustain identity-related incident playbooks for phishing, account compromise, suspicious Google Workspace sign-ins, and credential/access rotation.

• Utilize AI effectively in daily operations and identify areas for enhancing operational processes.

⛳️ Requirements

• A minimum of 5 years in IT support, with at least 3–5 years at the L2/Sysadmin level.

• Proficient troubleshooting abilities and complete ownership of ticket resolution.

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

• Strong skills in Google Workspace administration, including roles, logs, and security settings.

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

• Familiarity with identity and access management, including RBAC, audits, access reviews, SSO, SAML, and SCIM.

• Capable of writing and maintaining runbooks, checklists, and incident playbooks.

• Ability to mentor L1 support staff effectively.

• Experience with corporate SaaS administration, automation, 1Password, Jira Service Management, vendor/license management, and MDM/endpoint tools is highly advantageous.

• Bilingual in Russian and English.

• Practical daily use of AI and a clear understanding of its value in operations.

🏝️ Benefits

• 31 days of paid time off.

• Comprehensive telemedicine plan fully covered by the company.

• Home Office Setup Assistance: support provided for purchasing furniture (office chair, office desk, monitor) and other items to create an optimal workspace.

• Access to English language courses.

• Relevant professional development opportunities.

• Gym or swimming pool membership.

• Co-working space access.

• Flexible remote working arrangements.

• Equity options available.