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 Analyst

Could 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 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 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 guides for the tech team and for end users, and keep system documentation current for what you touch.

• Hold the line on access.Grant the least someone needs to do their job, and raise a request that looks broader than the role rather than granting it. Complete the offboarding checklist in order and in full. Report suspected phishing, unusual account activity and possible data exposure straight away: speed beats certainty here. Never share credentials outside the password manager, and pull people up when they ask you to.

• Automate the repeat work.Propose the automation with the hours it saves and the tool you would use. Use the same AI tools in your own work and help staff use them well, including what must never be pasted into them.

If a better tool exists for something we are doing manually, make the case and we will back it.

Requirements

What You Need

• 2 to 4 years in IT support, service desk or systems support, including L2 work where the fix was yours to own

• Hands-on administration of Google Workspace or Microsoft 365: accounts, groups, licences and permissions, done by you. You support both macOS and Windows

• Networking fundamentals in practice: IP addressing, VLANs and wireless, and the habit of reading a network issue rather than guessing at it

• Identity and access basics: users, groups, roles, least privilege, MFA and 2SV

• Time on a ticket queue measured on first response and time to fix

• Clear written English. You explain fixes to non-technical people several times a day, and your write-up is what the next person follows, so clarity is part of the job

• Comfortable working across the India and Australia time difference. The people you support are in Melbourne

Nice to Have

• Hands-on UniFi, CCTV or door access control work

• HubSpot, Rippling, Aircall or Notion administration

• Light scripting or automation: Google Apps Script, Zapier or Make.com scenarios, or basic Python

• Time in education or another environment that handles student or minor data

• A diploma, degree or certification in the field: CompTIA A+ or Network+, Microsoft 365 Fundamentals, Google Workspace Administrator

The Kind of People Who Thrive Here

The people who do well here see a gap and close it without being asked, holding the bar even when the clock is short. They give a direct read on the work in front of them, including when it's wrong, and when their own idea doesn't hold up, they say so and bring a better one. They build something that keeps running after they step back. Problems here don't show up on schedule or in the same shape twice, and they'd rather make the right call on limited information than let something break while they wait for a sign-off. That's the job. They name the blocker and the ask the moment they have it, on a call or a text, because decisions get made on the information you bring.

Contour's current cluster heads started as team leads. The path from operator to leader is real here.

What good looks like

• Fast first, then thorough:every ticket gets a quick first response and a fix that holds, in that order.

• Closed means confirmed:a ticket closes when the person who raised it says it works.

• Escalations carry evidence:what you tried, what you saw, what you ruled out, so the senior engineer starts where you stopped.

• Offboarding leaves nothing behind:a leaver's access is gone on the day, with a name against every step.

• Repeat work shrinks:the queue gets lighter over the year because recurring tickets get automated or documented out of it.

Benefits

Fully remote, anywhere in India. No travel: the campus hardware is in Melbourne and you work it through the MSP and the onshore team. Compensation details shared early in the hiring process. You will hear from us within a week of applying, and the process is a written screen, a short video response, a practical task, and two conversations.

Apply with a CV and one paragraph on a request you slowed down, scoped down or refused because it was not safe, and what happened next.

Originally posted on Himalayas