IT Technical Support

Candidate Profile:

The IT Technical Support role provides responsive onsite and remote technical support across the organisation. The position is responsible for maintaining reliable end-user services, supporting core infrastructure and warehouse technology, and resolving incidents in line with agreed service standards.

Skill Sets:

The ideal candidate must have the following skill sets:

·        Strong interpersonal, issue-management and prioritisation skills, with a sound understanding of Service Desk principles and practices;

·        Working knowledge of desktop operating systems including Windows 11, and macOS;

·        Ability to support and troubleshoot a range of end-user applications and services, including Microsoft 365 applications, Cisco products, endpoint security software and related workplace technologies;

·        Practical experience with backup and recovery processes, system patching and software upgrades;

·        A knowledge of IP networking concepts and services, including TCP/IP, DNS, DHCP and routing.

·        Goal oriented and results driven with a strong desire to see tasks through to completion;

·        Must be a highly effective communicator, with the ability to manage and implement necessary change, quickly and effectively, in a highly dynamic environment. Good interpersonal skills are required as the role will involve a high degree of working with the users;

·        Fluency in Polish and a good standard of written and spoken English.

·        Ability to work independently.

Essential Responsibilities:

The organisation runs an enterprise suite of applications including customer interfaces, partner portals, business analytics and SAP ERP to support a high volume, high revenue business. The role includes:

·        Provide onsite IT operations support at the Poland office and remote support to other offices and group companies as part of the shared IT team;

·        Provide desktop support for Microsoft Office applications, SAP GUI, endpoint security software, VPN services and related end-user technologies;

·        Administer user accounts, access and permissions across business systems, applications and SaaS platforms;

·        Assist with the administration and support of Microsoft 365 online services as required;

·        Perform system software upgrades, testing, and coordination;

·        Monitor and maintain system stability and performance of production systems;

·        Support warehouse operations: troubleshoot and configure printing, RF devices, networking, and related equipment;

·        Provide hands-on support for server-room hardware, environmental controls and associated equipment;

·        Execute and monitor backups of business-critical systems on the agreed schedule;

·        Compete periodic data restoration tests and system patching in the accordance with agreed procedures;

·        Install and configure PC & servers;

·        Participate in the IR on-call rota as assigned;

·        Act as the local IT contact for suppliers and service providers;

·        Contribute accurate and timely IT service statistics to monthly operational reports;

·        Own assigned incidents from initial triage through to resolution and closure;

·        Ensure compliance with company policies and procedures.

Education / Professional Qualifications:

·        Three to five years of experience in a similar IT support or operations role;

·        A recognised degree in Information Technology or Computer Science or equivalent experience;

·        Any certification is a bonus.