IT Support Engineer

Summary

Join Sleek as an L2 IT Support Engineer and ensure the reliable, secure, and efficient operations of all technology systems. Provide timely technical assistance, maintain infrastructure, and implement solutions to enable staff to work without disruption. Within the first three months, you will familiarize yourself with the company's IT infrastructure and master internal processes. Over the next six months, you will improve SLA compliance, contribute to the knowledge base, and adhere to security and compliance standards. By month 12, you will resolve the majority of standard issues independently, maintain high SLA compliance, and contribute process improvements. Sleek values ownership, humility, structured thinking, data-driven decision-making, effective communication, tech savviness, and problem-solving skills. The role requires a minimum of two years of experience in technical support and is likely based in India or the Philippines.

Requirements

• Minimum of 2 years experience in technical support
• Located in India or Philippines
• Ownership
• Humility
• Structured Thinking
• Data driven
• Can have tough conversations in a positive way
• Tech + services savvy
• Problem Solving

Responsibilities

• Ensure the reliable, secure, and efficient operations of all technology systems by providing timely technical assistance, maintaining infrastructure, and implementing solutions that enable staff to work without disruption
• Fully onboarded into the company’s IT infrastructure, network, software stack, and security protocols
• Proficient with the ticketing system, escalation paths, and incident reporting workflows
• Established working rapport with key internal teams (Engineering, HR, Operations) and vendor contacts
• Capable of resolving 60–70% of Level 1 issues independently within Service Level Agreement (SLA) targets
• Achieving or exceeding SLA targets for first-contact resolution and ticket closure time
• Creating/updating internal documentation for common issues, onboarding guides, and troubleshooting steps
• Active role in implementing MFA, access reviews, and basic cybersecurity training initiatives
• Identifying and addressing recurring technical issues before they become disruptions
• Gaining intermediate proficiency in specialized systems (e.g., cloud services, MDM, VoIP)
• Leading small-scale problem management efforts to eliminate repetitive issues
• Supporting or leading IT-related initiatives such as system upgrades, cloud migrations, or security audits
• Implementing automation or improved workflows that reduce ticket volume by 10–20%
• Increasing IT support satisfaction scores in employee surveys
• Assisting with hardware refresh cycles, budgeting inputs, and vendor performance reviews
• Resolve 80–90% of standard issues without escalation
• Maintain SLA compliance above 95%
• Have contributed at least 5–10 process/documentation improvements
• Be a recognized point of contact for specific IT areas (e.g., endpoint security, collaboration tools)
• Show measurable impact in reducing downtime and improving employee productivity

Benefits

• You’ll be able to work from home 5 days per week
• If you need to start early or start late to cater to your family or other needs, we don’t mind, so long as you get your work done and proactively communicate
• You can also work fully remote from anywhere in the world for 1 month each year
• We pay competitive market salaries and provide staff with generous paid time off and holiday schedules
• Certain staff at Sleek are also eligible for our employee share ownership plan and can share in the upside of our stellar growth trajectory as we work toward listing on a prominent stock exchange in the Asia Pacific region
• There’s also a range of internal and external facing training programmes we run