IT Service Desk Specialist

Quick Facts

• Role: IT Service Desk Specialist

• Work mode: 100% remote

• Schedule: 14:00–22:00 or 15:00–23:00; optionally 23:00–07:00; Mon–Fri, 8 hours/day (40 hours/week)

• Start: ASAP

• Experience: not required (open to beginners)

• Project: international end-user IT technical support, including coordination with a team in the USA

• Pay: 32–39 PLN/hour (depending on experience and competencies)

Description

You will provide remote technical support to end users in an international IT environment, including collaboration with a team in the USA. The role focuses on diagnosing and resolving issues related to hardware, software, networking, and system access—especially secure remote access (VPN), mobile devices, and encrypted USB drives. You will handle incidents via a ticketing system under defined SLAs, and escalate more complex problems to the appropriate technical teams.

Responsibilities

• Support users with hardware, software, networks, and telecommunication systems

• Diagnose problems, analyze tickets, and propose suitable solutions

• Record and manage tickets in a ticketing system according to SLA

• Provide remote support, including VPN, mobile devices, and encrypted USB media

• Configure and manage user accounts in dedicated IT environments

• Escalate advanced issues to specialized technical teams

• Create and update technical documentation, instructions, and procedures

• Notify users about outages and report recurring problems

Requirements

• Excellent communication in Polish and English (English B2/C1)

• Basic knowledge of Microsoft Windows operating systems

• Knowledge of Microsoft Office, especially Outlook

• Ability to analyze technical issues and effectively search for solutions

• Comfortable communicating with users, including by phone

• Independence, initiative, willingness to learn, and teamwork skills

• Successful security verification and onboarding after recruitment

Benefits

• Long-term cooperation

• Technical trainings, certifications, and continuous skill development

• Mentoring within the Competence Center community

• Clear career path

• Benefits package: Multisport, private medical care, life insurance

• Supportive atmosphere, integration events, and team-building activities