IT Support Engineer

About us: BetterMe — a global wellness ecosystem empowering millions to become better — physically, mentally, and emotionally. We build what makes people better and keep challenging ourselves to inspire others. We are now looking for an IT Support Engineer to join our team and provide reliable technical support, ensuring stable access to corporate systems and smooth daily operations across the company. Main responsibilities: User Support (L1) Receive, analyze, and process requests through the service desk. Provide prompt assistance to employees regarding: - access to services (Google Workspace / Okta / Slack / GitHub, etc.); - corporate VPN operations (Pritunl); - corporate devices and workstations (Windows/Mac); - basic networking issues; - corporate security policies. Ensure SLA compliance for first response time and resolution time according to ticket priority. Incidents and Requests Classification and escalation of complex requests to the L2 support team. Maintaining clear communication with users until task completion, including providing regular updates on long-running tickets and final confirmation of resolution. High-quality ticket documentation, including context, actions taken, and outcomes, in a format suitable for audits and knowledge base contribution. Participation in backlog reduction and continuous improvement of support processes. Tracking recurring requests and initiating updates to documentation or automation to reduce their frequency. Administration and Routine Tasks Creation and deactivation of users in corporate systems. Provision of access according to roles and internal policies. Updating documentation and the knowledge base. Ensuring compliance with standard procedures (onboarding/offboarding). About you: 1+ years of experience in technical support for 500+ users or equivalent hands-on experience administering corporate IT infrastructure. Hands-on experience administering Google Workspace (user creation/deactivation, groups, OUs, access management) and Okta or a similar SSO provider (SAML/OIDC, MFA, provisioning). Experience configuring corporate VPN clients (Pritunl or similar) on macOS and Windows, with the ability to troubleshoot common connectivity issues. Experience supporting Windows and macOS environments at an end-user level: software installation/updates, permission management, basic network troubleshooting, and MDM-related tasks. Understanding of core networking concepts such as DNS, DHCP, Wi-Fi/Ethernet, and proxies — enough to localize issues to a specific layer rather than guess. Strong problem-solving, communication, and service-oriented mindset. Ability to clearly document tickets, including issue context, tested hypotheses, actions taken, and resolution. Understanding that a ticket is not only a response to the user, but also an artifact for the team and the knowledge base. Will be a plus: Experience working with service desk systems (Jira Service Management, Freshdesk, etc.), including workflow and SLA configuration. Understanding of ISO/IEC 27001 processes or participation in related projects. Experience interacting with a large number of users (500+). Basic scripting skills (Bash / PowerShell / Python) for automating routine tasks. Experience using AI tools (ChatGPT, Claude, GitHub Copilot, etc.) to speed up daily work: writing scripts, parsing logs, generating response templates, and analyzing errors. Understanding where AI is helpful and where it may be misleading. Experience or strong interest in infrastructure/DevOps practices, including GitHub Actions, containerization, and basic cloud services. What you get at BetterMe: A mission that inspires. Every line of code, every design, every idea helps millions of people become healthier and more confident. Trust without micromanagement. You manage your time and make decisions independently. We value outcomes, not online hours. Growth opportunities. 90% of our leads have grown within the company. There’s space for initiative, new responsibilities, and real career upgrades. Flexible work format. Choose what works best for you — office, remote, or hybrid. Wellness in practice. Offline: workouts with professional trainers in our corporate gym, massage, corporate lunches, sports, and team activities — everything you need to recharge and reset together . Online: regular online workouts, partner discounts, and free access to our products. Health insurance & corporate doctor. Open communication. Transparency across teams, honest feedback, and support for initiatives are part of our everyday culture. Support for sports events. We cover entry fees and encourage the team to compete and participate together. Modern equipment. We provide new hardware and everything you need for productive work. Legal & finance support. Experienced lawyers and financial specialists are always there to help — from documents to personal consultations. An ambitious environment that gets recognized. Over the past two years, the BetterMe team has doubled in size, and we were named among Forbes’ Top 10 Best Places to Work in 2026. Find more about us on social media platforms: Instagram , LinkedIn .