IT Support Engineer L2

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

📋 Description

• Intake, triage, diagnosis, and resolution of L1-escalated tickets, encompassing corporate-tool management, access provisioning, integrations, and alert monitoring.

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

• Facilitate onboarding and offboarding processes through account creation and deprovisioning, MDM enrollment, credential transfer, and baseline laptop configuration.

• Address phishing attempts, account compromises, lost or stolen devices, malware, and other security incidents through containment, remediation, and follow-up actions.

• Propel automation and integrations by utilizing scripts, APIs, Zapier, n8n, or similar tools.

• Mentor L1 support staff and maintain instructional materials, runbooks, automation documentation, and recurring operational procedures.

• Oversee corporate SaaS and identity tools, including their configuration, access policies, audits, and license management.

• Manage the entire SaaS lifecycle, including registry, renewal reporting, tool evaluation, deployment, and decommissioning.

• Create and maintain incident playbooks related to identity issues.

• Leverage AI in daily operations and identify opportunities to enhance operational processes.

⛳️ Requirements

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

• Proficient troubleshooting skills and a commitment to end-to-end ticket ownership.

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

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

• Knowledge of security practices and incident management, particularly concerning phishing and account compromises.

• Experience in identity and access management tasks, including RBAC, audits, access reviews, SSO, SAML, and SCIM.

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

• Ability to guide and mentor L1 support personnel.

• Initiative and a genuine interest in automation technologies.

• Practical application of AI in daily tasks and an understanding of its significance.

• Extensive experience with corporate SaaS administration, automation tools, 1Password or similar, Jira Service Management or similar, vendor/license management, and MDM/endpoint solutions.

🏝️ Benefits

• Equity options.

• Private medical insurance for employees and their families.

• 20 paid vacation days annually.

• 15 paid public holidays each year.

• 5 company-paid sick leave days.

• English language learning courses.

• Support for relevant professional education.

• Access to gym or swimming pool facilities.

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

• Co-working options available.

• Flexibility for remote work.