IT Support Engineer – Remote (Bulgaria or Czechia)

About the role

We are seeking an IT Support Engineer to join our Level‑2 (L2) support team on a 6‑12 month contract, with the possibility of extension. The role is fully remote, serving users in Bulgaria or Czechia, and focuses on delivering high‑quality technical assistance and project execution.

Key responsibilities

• Own end‑to‑end delivery of technical projects and assignments, ensuring timely, high‑quality outcomes.
• Perform remote troubleshooting using diagnostic techniques and guide customers through problem‑solving.
• Escalate unresolved issues to appropriate support tiers or resolution groups.
• Document all activities in Jira Service Desk and maintain up‑to‑date case records.
• Proactively follow up on open tickets and notify management when guidance is needed.
• Identify and suggest improvements to support procedures and documentation.
• Contribute to knowledge‑base articles and assist other teams (Network, Engineering, etc.) as required.

Required profile

• Experience as an IT System or L2 Engineer providing technical support to end‑users.
• Familiarity with Office 365, Google Workspace, and Okta administration.
• Hands‑on experience with Windows and macOS environments, including deployments and MDM solutions.
• Ability to document configurations, procedures, and create knowledge‑base content.

Required skills

• Office 365
• Google Workspace
• Okta
• Python (or similar scripting for tool automation)
• MDM systems
• Windows technical support
• macOS technical support
• Jira Service Desk