IT Support Engineer – Level 2

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

📋 Description

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

• Adhere to agreed SLAs and escalate issues that fall outside of scope or ownership boundaries.

• Facilitate onboarding and offboarding processes through the creation and deprovisioning of SaaS accounts, MDM enrollment when applicable, credential handoff, and baseline laptop setup.

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

• Propel process improvements via scripts, APIs, Zapier/n8n or similar tools, and integrations.

• Mentor L1 support staff and manage L1 instructions, runbooks, automation documentation, and recurring operational procedures.

• Oversee corporate SaaS and identity tools including Slack, Notion, Google Workspace, and 1Password; handle configuration, access policies, audits, and license utilization.

• Maintain the SaaS registry, inform Vendor Management ahead of renewals, assess and implement approved tools, and retire outdated tools.

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

• Actively incorporate AI in daily tasks and identify opportunities to leverage AI within the function.

⛳️ Requirements

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

• Strong troubleshooting abilities and complete ownership of tickets.

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

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

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

• Comfortable with identity and access management tasks, including RBAC, audits, access reviews, and the implications of SSO/SAML/SCIM on onboarding and offboarding.

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

• Ability to mentor L1 support staff.

• Proficient in both Russian and English.

• Strongly preferred: experience with managing multiple corporate SaaS tools, automation using scripts/APIs/Zapier/n8n, knowledge of corporate 1Password, Jira Service Management or similar, vendor/license management, and MDM/endpoint tools.

🏝️ Benefits

• 31 days of paid time off.

• 100% covered telemedicine plan.

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

• English language learning courses.

• Opportunities for relevant professional development.

• Access to a gym or swimming pool.

• Co-working space availability.

• Flexible remote working options.

• Equity options.