IT Support Specialist - Level 2 (Remote)

About the Role

We are looking for an IT Support Specialist - Level 2 (Remote) to join the IT Operations team at Doctolib. Your mission will be to enable over 3,000 Doctolib employees across Europe to work efficiently with the right tools, environments, and systems. In this IT Support Specialist - Level 2 (Remote) role, you will provide Level 2 IT support, solve complex technical issues, and proactively improve our IT infrastructure, directly contributing to the productivity and satisfaction of teams building solutions that serve 90 million patients and 420,000 health professionals.

Working in the IT team at Doctolib means ensuring our teams have seamless access to the technology they need to improve the daily lives of care teams and patients.

What You'll Do

• Provide Level 2 IT support for incidents escalated by the Service Desk, working closely with them to resolve issues in a timely manner with a focus on user satisfaction.
• Collaborate remotely with international IT teams and technical squads to troubleshoot and resolve complex technical issues.
• Manage and troubleshoot our core systems including MS Azure AD, Intune, Google Workspace, Cisco Meraki network infrastructure, Zoom, and Google Meet.
• Document resolution processes and maintain up-to-date incident and known problems documentation.
• Proactively identify recurring incidents and propose automation or process improvements to enhance user satisfaction.
• Carry out onboarding and offboarding tasks in accordance with procedures and Service Level Objectives.
• Participate in IT equipment qualification and testing of new applications.

Requirements

• BA (Hons), BTS, or equivalent IT-oriented degree.
• 2+ years of experience in an IT support position.
• Hands-on experience with MS Azure AD, Intune, Google Workspace, and network troubleshooting (Cisco Meraki).
• Strong initiative and problem-solving skills.
• Fluent in English (required for collaborating with international teams).

Nice to Have

• Experience managing and troubleshooting events and meeting rooms (Zoom, Google Meet).
• Contributed to IT projects and process improvement initiatives.
• Organized, autonomous, and excellent communication skills with both technical and non-technical stakeholders.

What We Offer

• A Deutschlandticket (Germany-wide public transport pass) fully paid for by Doctolib.
• 28 vacation days + 1 additional day for each full calendar year of employment (up to a maximum of 30 days).
• Work from abroad for up to 10 days per year thanks to our flexibility days policy.
• Company health insurance with great supplementary benefits through our partner Allianz.
• Company pension scheme (bAV) through Allianz with an employer subsidy of 40% (15% within the probationary period).
• The Doctolib Parent Care program, which includes one month additional parental leave and much more.
• Free mental health and coaching services through our partner Moka.care.
• Subsidized sports membership through our partner Urban Sports Club.
• A flexible workplace policy offering both hybrid and office-based mode.