IT Support Engineer, L2

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

📋 Description

• Level 1 escalations: intake, triage, diagnosis, and resolution of tickets that remain unresolved at Level 1. This includes administrative operations using corporate tools, access provisioning, complex technical requests, integrations, and alerts from monitoring systems. Work within established SLAs for response and resolution; escalate further when outside of scope or ownership boundaries.

• Onboarding and offboarding support: creation and deprovisioning of accounts in corporate SaaS tools, MDM enrollment when applicable, credential handoff, and baseline laptop setup according to internal processes.

• Incident response: manage phishing attempts, account compromises, lost or stolen devices, malware, and other security alerts—performing containment, remediation, and follow-up actions using documented playbooks.

• Automation and integrations: lead continuous improvement initiatives through scripts, APIs, Zapier/n8n (or similar tools), and integrations to eliminate repetitive manual tasks. While automation does not need to be your strongest skill, a proactive approach and genuine interest are essential. You can collaborate with our Tools Engineer, but the ideas and ownership should originate from you.

• Mentoring and documentation for Level 1: provide regular feedback and coaching, maintain and enhance Level 1 instructions and runbooks, and document automation processes and recurring operational procedures.

• Corporate SaaS administration: take administrative ownership of our core collaboration and identity stack (e.g., Slack, Notion, Google Workspace, 1Password) along with other corporate SaaS tools—managing configuration, access policies, audits, and license usage control.

• SaaS lifecycle management: keep the SaaS registry updated in Notion, provide reporting for Vendor Management ahead of renewals; assess new tools and implement them after approval; phase out outdated tools.

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

• At Fundraise Up, AI is integrated into daily operations, not just an experimental tool. We expect every team member to actively utilize AI in their routine work, recognize where AI can transform challenges in their role, and enhance their proficiency as the tools advance. You should already be meaningfully applying AI in your tasks and understand its value and potential to improve your operational efficiency.

⛳️ Requirements

• 5 years of experience in IT support, with a minimum of 3–5 years at the Level 2 / Sysadmin level.

• Strong troubleshooting abilities and comprehensive ticket ownership (intake, triage, resolution, escalation when outside of scope).

• Hands-on experience with macOS administration and end-user troubleshooting.

• Proficient in Google Workspace administration (roles, logs, security settings).

• Knowledge of security protocols and incident handling (including phishing and account compromise).

• Familiarity with identity and access management (RBAC, audits, access reviews; understanding how SSO / SAML / SCIM impact onboarding and offboarding).

• Ability to document and maintain up-to-date materials (runbooks, checklists, incident playbooks); capable of mentoring Level 1 staff.

🏝️ Benefits

• 10 business days of annual leave

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

• Private Medical Insurance for the entire family

• 100% paid telemedicine plan

• Home Office Setup Assistance: the company provides support for 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 space availability

• Option for remote working