Service Infrastructure Engineer

Quick Facts

• Role: Service Infrastructure Engineer (L1/L1.5)

Description

You will be the single point of contact for internal users of cybersecurity platforms, providing fully ticket-based support (no phone/email). You’ll handle onboarding, user and role management, platform-level changes, and password/MFA resets; manage accounts and access across platform environments and shared applications (e.g., ServiceNow, Fusion Central). You’ll also qualify and route tickets, support P1/P2 incident coordination, and perform patching and vulnerability management on platform infrastructure following documented procedures.

Responsibilities

• Provide ticket-based L1/L1.5 support for internal cybersecurity platform users

• Handle standardized service requests: onboarding, user and role management, platform-level changes, password and MFA resets

• Manage user accounts and access rights across platform environments and shared applications

• Qualify, prioritize, and dispatch incoming tickets (validate type/priority/description/related assets)

• Participate in dispatcher rotation: monitor queue, follow up on pending approvals, apply out-of-office process, balance workload

• Support incident response coordination on P1/P2 under the guidance of the Team Lead

• Perform patch and vulnerability management on Linux/Windows servers and security appliances (patching and hardening only)

• Run recurring operational tasks: access review reporting, availability and quality reporting, backup/restore verification, Microsoft 365 client secret cycling

• Deliver against service level objectives and contribute to continuous improvement and automation

• Keep procedures and knowledge base articles accurate and up to date; grow toward L2 incident resolution

Requirements

• Basic knowledge of Linux systems

• Knowledge of containerization (Docker)

• Configuration management experience (Ansible, Puppet)

• Scripting skills (PowerShell)

• Bachelor’s degree in IT or equivalent experience

• Fluent English and Polish (written and verbal)

• Good written communication skills and ability to empathize with users

• Familiarity with Active Directory (preferred/plus)

• Cross-cultural awareness for an international customer and team environment

• Ability to handle standardized tasks efficiently and discuss complex requests with users

• Mindset to deliver results efficiently and with high quality

Benefits

• Stable employment based on an employment contract

• Hybrid work model (2 days from the office / 3 days from home)

• Pension program: after 6 months, Orange contributes 7% of your gross salary monthly to your retirement account

• Private medical care (PZU Zdrowie)

• Additional paid day off (“A Day for You”)

• Interest-free loans for housing, health, and other purposes

• Vacation subsidy

• FitProfit sports card

• Integration events and trips co-financed from the social fund

• Option to join group insurance on preferential terms

• Smartphone with unlimited internet (also for private use)

• Preferential offer for Orange services

• Tailored development opportunities (training, educational platforms, internal internships, events)

• “Health YES” program for people with disabilities

• “I’m in the game” support for parents returning to work after parental leave

• Wellbeing programs

• Volunteering in cooperation with the Orange Foundation