IT Onsite Support Engineer

Quick Facts

• Role: IT Onsite Support Engineer (Level 2)

• Focus: Onsite technical support, ticket/service management, executive concierge support, training, documentation, and user/account administration.

Description

Provide level 2 onsite IT support in Poland, including device setup, rebuilds/restores, backups, deployments, and technology refreshes. Handle service requests and incidents through in-person support, email, and live Zoom meetings, including concierge-style support for executives. Support IT onboarding by delivering trainings and maintaining internal knowledge base (KB) articles and technical documentation.

Responsibilities

• Provide level 2 onsite support: build, rebuild, create backups, deploy, and refresh device technologies

• Manage service requests and incidents via in-person, email, and live Zoom meetings

• Deliver concierge IT support for leadership

• Train new employees to ensure timely IT access and onboarding

• Create, update, and improve internal KB articles and technical documentation

• Administer user accounts in Active Directory and other business systems

• Support local and remote video conferencing/collaboration tools, including Zoom

• Coordinate with hardware vendors/suppliers and internal teams for equipment quoting, ordering, and installation

• Perform remote technical support and apply ITSM tools for issue tracking and resource management

• Develop and document technical processes and support procedures for continuous improvement

Requirements

• Strong customer service and conflict-resolution mindset

• Troubleshooting skills with collaboration, plus strong communication and interpersonal skills

• Ability to adapt quickly to changing priorities and work independently with minimal supervision

• Strong commitment to continuous process improvement

• Ability to manage multiple tasks in a dynamic technical environment

• Extensive technical knowledge of Windows and Microsoft, including Active Directory and advanced user account administration

• Good knowledge of Microsoft Intune and Microsoft Azure, including endpoint management, identity, access, and cloud IT services

• Experience with remote support tools, video conferencing, and AV systems in conference rooms

• Experience with ITSM platforms for ticketing, problem tracking, and resource management, including ServiceNow

• Certifications: MCITP (required); A+, Security+, Network+ (plus); ITIL Foundation