A fully remote Level 2 IT support or technical support engineer role, UK-based, ideally at a company working in AI, security or productivity software. I want a team that treats support as a technical discipline, with real escalation paths, and that values someone who already directs AI tools day to day and knows exactly where they fail.
AJ
Looking for a job
Alex Wallace Jr
@alexwallacejr
Level 2 IT support engineer (IBM, ASOS, John Lewis, 1Password, ASUS). Directs AI agents to build real automations.
United KingdomWhat I'm looking for
IT support professional with over ten years in Level 2, deskside and service desk roles at IBM, ASOS, John Lewis Partnership and 1Password, currently delivering L2 technical support at ASUS UK. Windows-first, ITIL-aligned, ServiceNow, Intune and Jamf, and used to regulated, high-volume environments across deskside, remote and fully asynchronous models.
Since 2023 I have also directed AI agents (Claude Code, ChatGPT, Gemini) to build working automations: an e-commerce listing pipeline driven by browser automation, a scheduled inbox triage agent, an end-to-end publishing pipeline, and two security findings submitted to a public bug bounty programme. I specify the task, review the output and correct it when it is wrong. I do not write the code myself, and I am upfront about that, because knowing exactly where these tools are reliable and where they fail is the skill.
Looking for a fully remote Level 2, IT support engineer or technical support role, UK-based, particularly at companies working in AI, security or productivity software.
Experience
Work history, roles, and key accomplishments
Current
Level 2 technical support across the full ASUS consumer and business range: escalated hardware, firmware and software diagnosis beyond first-line scope. Own RMA and warranty cases end-to-end. Feed structured frontline findings to ASUS HQ product and engineering teams through the formal escalation channel, and work daily in ASUS proprietary case management and diagnostic tooling.
Between roles, built a hands-on practice directing AI agents (Claude Code, ChatGPT, Gemini) for real technical work as specifier, reviewer and tester, not hand-coding: an e-commerce listing pipeline driven by browser automation, a scheduled inbox triage agent, an end-to-end publishing pipeline, and two security findings submitted to a public bug bounty programme. Continued alongside my ASUS role.
Level 2 support for the 1Password browser extension across Chrome, Firefox, Safari and Edge, resolving compatibility and configuration issues in a fully remote, asynchronous model. Advised customers on password management workflows, security hygiene and enterprise deployment. Raised and tracked issues in GitHub with product engineering, surfacing recurring pain points for product improvement.
Deskside and remote hardware and software support for IBM's global internal user base of several hundred thousand colleagues, around 90% Windows with the rest macOS and Linux, resolving incidents within SLA. Managed the full incident lifecycle in ServiceNow; configured and deployed devices, profiles and endpoint software including Group Policy; led internal training and knowledge base content.
AS
Monitored call queues and managed incidents from inception to resolution while ensuring compliance with service policies. Configured user profiles and provided remote assistance, consistently meeting SLA targets.
JL
System Support Technician
John Lewis
Apr 2015 - Jan 2019 (3 years 9 months)
Joined as Customer and Systems Support and progressed into the branch IT technician role in 2017: first-line support across hardware, software and user requests, escalating to Head Office via ServiceNow. Rebuilt PCs via PXE, managed accounts in Active Directory, remote assistance via SCCM, maintained the Cisco VoIP estate, completed a server refresh ahead of schedule and trained new staff.
Education
Degrees, certifications, and relevant coursework
University of Hertfordshire
Undergraduate study (did not complete), Computer Studies with Multimedia
2006 - 2007
Attended one year of the Computer Studies with Multimedia course and did not complete it.
SS
St. Joan of Arc Catholic Secondary School
A-Levels, ICT and Business Studies
2004 - 2006
Completed A-Levels in ICT and Business Studies, gaining a strong foundation in information technology and business principles.
WW
West Herts College, Watford
A-Levels, Science
2003 - 2004
Completed A-Levels in Biology, Chemistry, and Physics, providing a solid understanding of scientific principles.
RS
Rickmansworth Secondary School
GCSEs, General Education
1999 - 2003
Achieved 10 GCSEs including Science, ICT, Maths, and English, laying the groundwork for further education.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
United KingdomAuthorized to work in
Salary expectations
40k-55k GBP
Social media
Job categories
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