IT Support Specialist – Level 2

IT Support Specialist – Level 2

Location: Gdansk - Poland
Schedule:

Overview

We are looking for a Level 2 IT Support Specialist to join a global support team focused on remote system recovery and stability. This role supports lab environments by monitoring systems, troubleshooting failures, and restoring functionality without physical access.

You’ll be handling real-time incidents, working with limited data at times, and making informed decisions to bring systems back online or escalate when necessary.

Key Responsibilities

• Monitor system status and alerts using Grafana dashboards

• Respond to incidents involving unresponsive or unstable systems

• Perform remote troubleshooting using tools such as Raritan KVM and SSH

• Carry out system recovery tasks including OS reinstalls, firmware updates, and component reflashing

• Run basic tests to validate system health after recovery

• Document findings and provide clear handoffs for escalation when needed

• Review logs and job activity to identify issues and patterns

Skills & Experience

• Previous experience in IT Support (Level 2 or similar role)

• Strong troubleshooting skills in remote environments

• Experience with:

  • Raritan KVM or similar remote access tools

  • SSH and command-line troubleshooting

  • Grafana or other monitoring platforms

  • Internal tools such as GTA Toolkit (or similar)

• Understanding of system boot processes and hardware behavior

• Ability to triage and resolve issues with limited initial information

Working Style

• Able to work independently in a shift-based environment

• Comfortable handling multiple incidents and prioritizing effectively

• Clear and concise documentation and communication skills