Middle IT Helpdesk Engineer

Middle IT Helpdesk Engineer

Location:

Other, Eastern Europe

Seniority:

Middle

Technologies:

Support

As a Support Specialist, you'll be the go-to person when things go wrong - and the driving force behind making sure they go right in the first place. You'll be first point of contact for technical issues, resolving incidents in line with SLA standards through Jira Service Desk, Slack, and email.

Beyond day-to-day support, you'll take an active role in shaping how the team works: participating in IT projects, rolling out new tools and automations, and improving internal processes. You'll manage onboarding and offboarding workflows end-to-end, and work hands-on with MDM and EDR platforms - configuring devices, enforcing security policies, and keeping the endpoint environment healthy and compliant.

If you enjoy both solving problems and building better systems, this role gives you room to do both.

• Handle incoming tickets via the Jira Service Desk in a timely and efficient manner

• Communicate with users (reporters) in a polite, clear, and friendly manner via Jira, Slack, and email

• Provide remote technical support and troubleshoot issues for both local and remote employees

• Prepare laptops for new hires, perform device maintenance, and securely wipe laptops when needed

• Coordinate equipment shipments for new employees through courier services

• Maintain up-to-date records in the asset management system and track equipment changes

• Enrol and configure laptops in MDM systems (Intune / Kandji)

• Manage AntiVirus solution. Policy creation / troubleshooting. (ESET)

• Manage user accounts and access rights within Google Workspace

• Create and manage webinars, and provide support for internal events

• Participate in the execution of internal IT projects and process improvements

• Hybrid setup: ~3 days/week in our Warsaw office

Mandatory:

• 3+ years of experience

• Perfect communication skills

• Mac OS (OS installation and configuration)

• Microsoft Windows (OS installation and configuration)

• Experience working with corporate ticketing systems (e.g., Jira Service Desk)

• Experience working with any antivirus solution

• Issues troubleshooting with software/hardware

• Ability to prioritize and manage multiple tickets simultaneously

• Proactive attitude and ownership of tasks

• Experience supporting remote users in distributed teams

• Familiarity with Google Workspace administration (users, groups, policies)

• Familiarity with SSO/SAML authentication

• Language: Poland -A2/B1 / English - B2 (level)

Nice to have:

• Hands-on experience with Intune, Kandji, or Jamf (MDM tools)

• Hands-on experience with Google Cloud Platform (GCP) — basic administration, access management, and troubleshooting

• Knowledge of hardware components and troubleshooting (RAM, SSD, battery issues)

• Basic understanding of networking tools (e.g., ping, traceroute, ipconfig/ifconfig)

• Experience with asset tracking systems (e.g., Snipe-IT)

• Experience supporting webinar platforms (Zoom Webinars, Google Meets, etc.)

• Intermediate Excel/Google Sheets (formulas, filters, basic reporting)

• Ability to document procedures and create knowledge base articles

• Accuracy and attention to details

• Language: Ukrainian / Russian

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