IT Support Engineer - Remote Opportunity

About the Role

We are seeking an experienced IT Support Engineer to join our team remotely. This is a fantastic opportunity to work with an open-source software company on a contract basis, initially running until October 31, 2026, with potential extensions. As an IT Support Engineer remote, you will be the primary contact for technical L2 inquiries and will play a crucial role in ensuring the smooth operation of IT systems.

What You'll Do

• Act as the primary IT system engineer contact for technical L2 inquiries, tasks, and approved projects.
• Engage actively in resolving IT-related technical issues, bringing relevant stakeholders together, and documenting lessons learned.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Communicate clearly with customers and update them regularly on progress.
• Direct unresolved issues to the next level of support personnel or appropriate resolution groups.
• Provide accurate information on IT products or services and build new documentation covering changes in the L2 scope.
• Record activities in Jira SD, managing ticket queues effectively.
• Proactively follow up on open cases and escalate to management when necessary.
• Identify and suggest improvements to procedures and support ongoing documentation efforts.
• Assist other teams as needed and register those activities in Jira SD.

Requirements

• Proven work experience as an IT System or IT L2 Engineer.
• Experience with Office 365, GWS, and Okta setup and administration.
• Familiarity with end-user computing environments, including desktops, laptops, and mobiles.
• Ability to script and automate tasks using languages like Python.
• Strong communication skills for effective interaction with technical and non-technical stakeholders.
• Proficiency in documenting configurations and procedures.
• Experience with MDM systems and technical support for Windows & MacOS.
• Relevant certifications are a plus.
• Fluency in English, both written and spoken, is essential.

Nice to Have

• Experience with cloud-based solutions.
• Knowledge of network troubleshooting.
• Familiarity with ITIL practices.

What We Offer

• Competitive salary in the range of $60,000 - $80,000 per year.
• Fully remote work opportunity.
• Flexible working hours.
• Opportunity to work with a dynamic team on exciting projects.
• Potential for contract extension based on performance.