IS/IT Operations/Systems Specialist (L2)

· Handle Level 2 escalations from the IT Support team, investigating and resolving complex hardware, software, operating system, access, and connectivity issues.

· Perform root-cause analysis for recurring incidents and implement solutions to prevent them from happening again.

· Administer and maintain Windows environments, Microsoft 365, Active Directory / Entra ID, and user access management.

· Manage user permissions, group policies, authentication issues, and access to corporate resources.

· Configure, maintain, and troubleshoot endpoints, applications, operating systems, and remote management tools.

· Administer and troubleshoot network services, including TCP/IP, DNS, DHCP, VPNs, VLANs, and firewall-related issues.

· Monitor system availability, performance, and security, proactively identifying infrastructure issues.

· Coordinate system updates, patch management, software deployments, and endpoint configuration.

· Support backup and recovery processes and contribute to infrastructure reliability and business continuity.

Maintain IT asset records, system configurations, technical documentation, and troubleshooting procedures.

· Collaborate with the Sr. Director of IS/IT and other technical stakeholders on infrastructure improvements, system upgrades, and new technology implementations.

· Support and guide L1 IT Support Specialists by providing technical expertise and helping resolve escalated incidents.

· Coordinate with external vendors and service providers when troubleshooting requires additional technical support.

· Identify opportunities to automate routine tasks, improve workflows, and strengthen IT security and operational efficiency.

· 2+ years of experience in IT operations, system administration, infrastructure support, or a comparable L2 technical role.

· Strong troubleshooting skills and the ability to independently investigate complex technical issues.

· Practical experience administering Windows environments and corporate IT systems.

· Experience with Microsoft 365 and Active Directory / Entra ID, including user accounts, permissions, and access management.

· Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, VLANs, and firewalls.

· Experience with endpoint management, software deployment, patching, and remote administration tools.

· Understanding of system monitoring, backup and recovery, information security, and access control.

· Ability to perform root-cause analysis and document technical solutions clearly.

· Experience with Microsoft Intune or other MDM solutions, virtualization, cloud services, scripting, or automation will be a plus.

· Knowledge of Linux administration and PowerShell will be a plus.

· Strong analytical thinking, ownership, and problem-solving skills.

· English proficiency at B2 level or higher.

· Location: Lviv, Ukraine.

· Work mode: On-site / Hybrid.

· Employment type: Full-time.

· Working hours: Monday–Friday, 09:00–18:00 EEST.

· Reports to: Sr. Director of IS/IT.