IT Support Engineer (1st/2nd line)

Responsibilities / Job Description

• Be the First Responder: Serve as the primary point of contact for all incoming IT support requests via our ticketing system, email, chat channels, or walk-ups, for all our employees.
• Triage & Troubleshoot: Diagnose and resolve hardware, software, and basic network issues. Know when to fix it on the spot and when to escalate complex issues to higher tier Support Team(s).
• Manage the User Lifecycle: Execute onboarding and offboarding processes. Create accounts in Active Directory/Google Workspace/MFA, configure workstations, and set up secure access.
• Deploy & Maintain Hardware: Prepare, image, and deploy both Windows and macOS devices. Help procure and maintain office tech, including monitors, docking stations, conference room AV equipment, office cable management.
• Support Equipment Procurement: Help with local hardware/software vendor communication, coordination and procurement.
• Office Access: Support our Security Team in maintaining our office access systems used by employees and visitors.
  
  
• Server Room: This role will also bear responsibility for maintaining our local systems, hosted in the local server room. Experience and strong understanding of Active Directory Domain Services and virtualization tools (VMware, vSphere..) is required.
• Educate, Document & Automate: Write clear, simple "How-To" guides for our internal knowledge base to help users solve common problems on their own. Support the automation processes for recurring/routine tasks, which will also rely on AI-driven workplace support.

Relevant experience

• The Essentials: 3+ years of experience in Workplace and AD Domain Services technical support roles.
• End user support and automation mindset: You possess excellent communication skills in English (Russian is a plus), and the patience to explain technical concepts to non-technical staff. You are good at identifying patterns and automation opportunities.
• Core Tech Experience: Strong hands-on experience in troubleshooting and administration of Windows, macOS, Google business suite, MS Office and related tools. Experience with AI-assisted automation.
• L2 Administration: Strong understanding and experience with user, group and security policies management via Active Directory and Google Admin console. Experience in centralized device/IT inventory & asset management.
• Hardware: A strong understanding of IT hardware, peripherals, and IP networks concepts and technologies.

Bonus Points:

• Experience with working in as well as administration of IT Service Management tools like ManageEngine and Atlassian Jira.
• Strong familiarity with creating and running PowerShell commands & scripts.
• Experience supporting Google Workspace (Gmail, Drive) in a corporate setting.
• Familiarity and basic understanding of ITIL.
• Relevant IT certifications.