IT Onsite Support Engineer

Quick Facts

• Role: IT Onsite Support Engineer (Level 2)

• Scope: Onsite IT support in Poland; supports global technology initiatives

Description

Provide Level 2 onsite IT support, including device setup, configuration, reinstallations, backups, and hardware replacements. Handle user requests and incidents via in-person, email, and online meetings, and provide individualized support for executive staff. Maintain user accounts in Active Directory and other business systems, support video conferencing/AV solutions, and troubleshoot issues using ITSM tools and IT asset management.

Responsibilities

• Deliver Level 2 onsite IT support: prepare/configure/reinstall devices, perform backups, deploy and replace hardware

• Manage requests and incidents through multiple channels (in person, email, online meetings)

• Provide personalized IT support for leadership/executives

• Onboard new employees: ensure timely access to systems and equipment and share key usage information

• Create, update, and develop internal knowledge base articles and technical documentation

• Manage user accounts in Active Directory and other business systems, including advanced administrative tasks

• Support local and remote video conferencing and collaboration solutions, including Zoom

• Coordinate with hardware vendors, external partners, and internal teams for quoting, ordering, configuration, and installation

• Provide remote technical support and efficiently use ITSM tools, ticketing systems, and IT asset management systems

• Develop and document technical processes and procedures to continuously improve IT services

Requirements

• Strong user support mindset and ability to de-escalate challenging situations

• Problem-solving skills working with others, plus excellent communication and interpersonal skills

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

• Focus on continuous improvement of IT service delivery processes

• Strong organization and ability to manage multiple tasks in a dynamic technical environment

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

• Very good knowledge of Microsoft Intune and Microsoft Azure, especially device/endpoint management, identity, access, and cloud IT services

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

• Experience with ITSM platforms, ticket handling/tracking systems, and IT asset management tools, including ServiceNow

• A+ certification

• MCITP certification required; Security+, Network+, and ITIL Foundation are advantageous

Benefits

• Comprehensive compensation and benefits package, with pay tied to results and individual impact

• Potential annual bonuses and performance-related incentives (depending on role/location)

• Health and wellbeing benefits, paid time off, retirement programs, insurance coverage, and other local/statutory benefits

• Detailed compensation and benefits discussed during the recruitment process