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