IT Support Engineer (L1/L2)

Contour Education; Polska; Hybrid; PLN 118,000 - 165,000; Full time

Job summary

Contour Education is seeking a hands-on IT Support Engineer (L1/L2) to manage the help desk, administer Google Workspace, Slack and HubSpot, and support a fleet of macOS and Windows devices. You will assist across Melbourne campuses with the local MSP, while collaborating with the offshore technology team.

This is a remote role with a strong emphasis on security, automation, and clear documentation. You will handle tickets, resolve issues, and escalate where needed, owning tasks end-to-end and

Qualifications

• Experience providing L1/L2 IT support.
• Familiar with help-desk operations and ticketing.
• Experience administering Google Workspace, Slack and HubSpot.

Responsibilities

• Handle IT service desk tickets and provide first-time resolution.
• Administer Google Workspace, Slack, and HubSpot.
• Support macOS and Windows devices across sites.
• Maintain security practices and access controls.
• Collaborate with Melbourne team and offshore engineer.

Skills

IT support

Service desk

Google Workspace

Slack

HubSpot

MacOS

Windows

Tools

Google Workspace

Slack

HubSpot

UniFi Network

CCTV

Job description

IT Support Engineer (L1/L2) Remote (India) | Full-Time Also searched as: Systems Engineer, System Administrator, Desktop Support Engineer, Service Desk Analyst

About Contour

We started in 2020 with a handful of students and a belief that great education should not be out of reach. Today we operate across three brands with 8,000+ students and 425+ team members: roughly 100 in India and 325 onshore in Australia. The India team runs publishing, student experience, CRM and technology, operations, and people and culture.

Most people only notice IT when it stops working. This role is the reason they rarely do.

About This Role

You are the L1 and L2 support engineer for the whole company: the person staff message when something breaks, and the person who fixes most of it. You run the service desk, administer Google Workspace, Slack, HubSpot and the approved AI platforms, look after a fleet of macOS and Windows devices, and support the UniFi network, CCTV and door access across the Melbourne campuses with the local MSP on the ground. You report to the Senior Systems Engineer, who owns architecture, security policy, vendor contracts and any change to how a system is built. Everything at L1 and L2 is yours.

The standard here is different in two specific ways. First, security. Contour holds staff and student data, and most of what goes wrong in IT security goes wrong through a helpful support person granting access nobody checked. When a rushed request for broad access lands, the right move is to slow down and ask what the person needs to do, and you have to be able to do that with a senior manager on the other end. Second, repeat work. The third time you would do a task by hand, you propose the automation instead, and every fix gets written down, because a fix nobody can find is a fix you will do again.

This is a hands-on seat. You take the ticket, fix what you can, and hand up only what needs a senior pair of hands. You are the first dedicated support hire on the offshore technology team, working with that engineer and the Melbourne team, and the team grows around this seat as the company does.

Contour has grown to this size with technology support handled alongside other jobs. This role makes it someone's whole job. By the end of month three you will be working the queue to its response and resolution targets without escalating anything