IT Support Engineer Ref. No: 7614

For our Client – US IT company –due to the intensive development, we are looking for a candidate for above position.

Region: Kraków, małopolskie

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Requirements:

The candidate will be responsible for implementing, maintaining and monitoring of backend and infrastructure systems. This role participates in providing internal customer support, troubleshooting and solution development related to Windows and Apple endpoint devices, conference room equipment and VoIP telephony.

• Own, end-to-end, antivirus tools day to day operation globally
• End-to-end, user support and office conference room infrastructure for Krakow office. Align end user support practices and conference room configuration and operation
• Maintain IT Asset Management records for EMEA offices using available automation tools Order, receive and dispose of equipment in EMEA offices according to the current Information Security Policy and country-specific accounting practices
• Coding: able to write code from scratch using a high-level language such as Python, leveraging webhooks and API calls, with consideration for security and maintainability of that code
• SQL analytics: being able to turn employee and IT incident and service request data in MySQL database into information useful for optimizing IT services
• Field IT service desk requests and provide solutions based on documentation written by senior team members
• Educate employees about IT processes and self-service options
• Support desktop equipment (computers, phones, etc.): triage incoming requests, identify root causes, take remedial action as prescribed by documentation
• Participation in onboarding of new joiner: set up laptops for new hires, distribute peripheral equipment according to the established process, monitor incoming tickets for laptop provisioning requests
• Routinely propose updates to problem solving documentation when encountering outdated or absent articles
• Be a backup system owner for IT automation tools such as Jamf and Jira 
• Travel to EMEA offices for IT setup of conference rooms and other endpoint equipment

Nice to have:

• Knowledge of Apple Business Manager (DEP)
• Knowledge of Jamf
• Jira - experience automating IT processes in Jira Service Manager
• Zoom system administration skills
• Experience with IT asset management systems
• Experience in deploying and supporting Windows and a corporate environment using Autopilot and Intune
• Experience in supporting a large (1,000+) desktop environment in a multinational business

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Key responsibilities:

• Excellent written and spoken English (daily contact with native speakers)
• 2-3 years experience as a 2nd or 3rd tier IT Support Engineer or as IT Asset Manager
• Graduation in Computer Science, Information Systems, IT, or similar
• Mac OS X - complete understanding of the UI and user-configurable settings
• Network - understanding of network fundamentals, able to describe operation of TCP/IP protocol in general, able to explain the operation of wired and wireless Ethernet networks
• Experience in administering a user directory service - G Suite or Active Directory
• Bein open for self-educate on technical subjects, such as programming languages, software packages and service processes. Curiosity and enthusiasm to learn about IT
• Having sense of ownership, readiness to work on unattractive tasks/projects for the benefit of the company
• Willingness to invest time and effort into building long term relationships with consumers of IT services
• Critical thinking: looking for improvements, not accepting the way things are done for granted
• Good time management skills: ability to plan activities for oneself and others, understand dependencies between own work product and inputs to others 
• Analytical ability to dissect a problem and find a root cause

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Offer:

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