Support Engineer

Summary

Join Sleek as an L1 Support Engineer (IT Administrator) and ensure the security, stability, and efficiency of the company’s IT infrastructure. Manage systems, networks, and user access, providing timely technical support and implementing best practices. Onboard new joiners on their first day, adhere to SLAs for response and resolution times, maintain a low ticket backlog, and ensure laptop compliance. Globally manage all assets and devices effectively. This role requires a minimum of 2 years of experience in technical support and a strong behavioral fit, embodying ownership, humility, structured thinking, data-driven decision-making, effective communication, tech savviness, and problem-solving skills. Sleek offers competitive salaries, generous paid time off, and the possibility of employee share ownership. Enjoy flexible work arrangements, including the option to work from home five days a week and work fully remote from anywhere in the world for one month annually. Benefit from personal growth opportunities, internal and external training programs, and a commitment to creating a diverse and inclusive environment.

Requirements

• To do this, you will have a minimum of 2 years experience as technical support and you will most likely be located in India or Philippines
• Ownership : This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us
• Humility : There is so much we don’t know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence
• Structured Thinking : Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you’re more analytical or creative in nature, being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers
• Data driven : We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it’s critical that we use sound data to support our strategies and review the success of our initiatives
• Can have tough conversations in a positive way : It’s not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness build empathy, trust and great working relationships
• Tech + services savvy: We are a tech-enabled services business, automating traditional, manual processes and delighting customers while doing so. You will thrive as someone who understands and is excited by the challenges and opportunities of utilising software to scale a business
• Problem Solving: You’ll need to be able to think on your feet as this role requires you to identify, diagnose, and resolve production issues quickly, reducing downtime. You will leverage your strong infrastructure and development skills in post-incident reviews to find the underlying cause of failures and prevent future incidents

Responsibilities

• Onboarding for all new joiners completed on day of joining (99% success)
• 95% adherence to SLAs for mean time to respond and resolution for all tickets
• No more than 10% over average weekly ticket volume pending at any time (backlog)
• 99% laptops compliant with policies (Jumpcloud, Trend Micro, Password Manager) within 1 week of receiving request to onboard/offboard
• Globally manage all assets devices effectively

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