IT Support Engineer (L1/L2)

This is a remote position.IT Support Engineer (L1/L2)Remote (India) | Full-Time Also searched as: Systems Engineer, System Administrator, Desktop Support Engineer, Service Desk AnalystCould you keep 425 people working from one Slack queue, and still say no to the wrong access request?On a typical day you might get a new tutor's Google Workspace, Slack and MFA live before their first class in the morning, work through a campus access point that keeps dropping with the MSP after lunch, and finish by turning today's fix into a knowledge base article the next person can follow.About ContourWe 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 RoleYou 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 you could have fixed yourself, and running joiner, mover and leaver changes end to end including offboarding. You will have the most common fixes written up in the knowledge base and your first automation proposed. The runbooks you write in those months are the ones the team will still be following in three years.Where the work lives Slack, where the service desk lives:every request goes through the queue. Acknowledge there rather than in a DM, because the queue is the record and the report. Google Workspace and the identity platform:accounts, groups, licences and MFA are set to match the role, so a joiner is working on day one and a mover carries nothing across that they should not. macOS and Windows devices:enrolment and configuration follow the standard build, so a device is done when it matches the build. UniFi:the controller tells you what the network is doing. Read it before you or the MSP touch anything. The knowledge base:a fix is finished when it is written up so the next person can follow it without you. The password manager:credentials live here and nowhere else. What You Will Do Work the queue.Acknowledge, triage and resolve L1 and L2 requests in the Slack service desk, and close the loop with the person who raised each one. Escalate what sits above L2. Administer the workplace platforms.Google Workspace, Slack, HubSpot and the approved AI tools: accounts, groups, licences and permissions. Run joiner, mover and leaver access changes through the identity platform, including 2SV and MFA enrolment. Enrol, configure and fault-find macOS and Windows devices. Keep the campuses connected.Support the UniFi stack across sites: access points, switches, guest and staff networks. Support CCTV and door access control, including adds, removes and fault escalation. Work campus network issues with the Melbourne MSP and hold them to what they committed to. Support the systems other teams run on.Sales and go-to-market, finance, and the tools tutors use: access, configuration and first-line support. Follow the process.Raise a change record before touching production, log incidents in full, and contribute to root cause analysis. Write and maintain knowledge base articles and how-to guid