Location: Warsaw, Poland
Department: Global IT Services
Reports To: IT Support Manager / Regional IT Operations Lead
Employment Type: Full-Time

The IT Support Engineer is responsible for delivering high-quality technical support to employees across the EMEA region, ensuring the reliable operation of end-user computing, collaboration tools, workplace technology, and IT services. The role provides both onsite and remote support, troubleshooting hardware, software, network, and Microsoft 365 issues while maintaining an exceptional customer experience.

The successful candidate will work closely with global IT teams, vendors, and business stakeholders to resolve incidents, fulfill service requests, support office technology, and contribute to continuous service improvement initiatives.

Key Responsibilities

End User Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Diagnose and resolve hardware, software, operating system, and application issues.
• Support Windows 10/11 and Microsoft 365 environments.
• Deliver in-person support for employees in the Warsaw office and remote support for global users.

Workplace Technology Support

• Manage and support conference room technology, Microsoft Teams Rooms, video conferencing systems, and collaboration tools.
• Troubleshoot audio, video, display, and connectivity issues during meetings and events.
• Assist with office moves, workstation setups, and technology deployments.

Identity & Access Management

• Support password resets, Multi-Factor Authentication (MFA), Microsoft Entra ID (Azure AD), and account-related issues.
• Assist with user provisioning, access requests, and onboarding/offboarding activities.

Incident & Request Management

• Manage incidents and service requests through ServiceNow.
• Ensure accurate ticket documentation, categorization, and resolution updates.
• Meet established service level agreements (SLAs) and customer satisfaction targets.
• Escalate complex issues to specialized support teams when required.

Device Lifecycle Management

• Configure, deploy, maintain, and recover end-user devices.
• Support Microsoft Intune, Autopilot, device compliance, and endpoint management activities.
• Coordinate hardware replacements and warranty repairs with vendors.

Security & Compliance

• Enforce IT security standards and policies.
• Support endpoint security tools, encryption, vulnerability remediation, and security initiatives.
• Promote cybersecurity awareness and best practices among employees.

Continuous Improvement

• Create and maintain knowledge base articles and support documentation.
• Identify recurring issues and recommend process improvements.
• Participate in global IT projects, upgrades, migrations, and technology rollouts.

Required Technical Skills

• Windows 10/11 administration and troubleshooting
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Office Apps)
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Intune / Endpoint Management
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• ServiceNow or equivalent ITSM platform
• Laptop, desktop, printer, and peripheral troubleshooting
• Video conferencing and Teams Room support

Preferred Skills

• PowerShell scripting
• Windows Autopilot
• Zscaler or secure remote access technologies
• Mobile Device Management (MDM)
• Conference room AV systems
• Knowledge of ITIL processes and service management

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• 3–5 years of experience in IT Support, Service Desk, Desktop Support, or End User Computing roles.
• Relevant certifications such as Microsoft, ITIL, CompTIA A+, Network+, or similar are desirable.

Soft Skills

• Strong customer service orientation.
• Excellent written and verbal communication skills in English.
• Ability to work effectively with employees at all organizational levels.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Team-oriented mindset with a focus on continuous improvement.

Preferred Languages

• English (Required)
• Polish (Preferred)

Success Measures

• SLA achievement and ticket resolution effectiveness
• End-user satisfaction scores
• Reduction in repeat incidents
• Knowledge article contributions
• Successful delivery of workplace technology support and IT initiatives