System Administrator

Quick Facts

• Role: System Administrator (First-line support)

• Work model: Hybrid (2–3 days from Warsaw office)

• Languages: English; German

• Contract: B2B, long-term project

Role description

You will be the first point of contact for users through phone, email, chat, and self-service channels. You will manage incidents and service requests, perform first-level diagnosis and troubleshooting using approved documentation, and keep users informed with clear updates.

Responsibilities

• Log, categorize, prioritize, and update incidents and service requests with accurate ticket notes

• Perform first-level troubleshooting using approved scripts, knowledge articles, and SOPs

• Handle common issues such as password resets, account unlocks, Microsoft 365 support, VPN connectivity, and printer issues

• Troubleshoot basic hardware/software problems

• Escalate unresolved or high-impact tickets to L2/L3 with complete troubleshooting details and business impact

• Provide user communication, ticket status updates, and shift handover notes

• Contribute inputs to improve knowledge articles

Requirements

• 1–4 years of experience in IT Service Desk, Help Desk, Technical Support, or Desktop Support

• Basic understanding of Windows OS

• Basic understanding of Microsoft 365 applications

• Basic understanding of VPN connectivity

• Working knowledge of Active Directory (password reset, account unlock, basic group/access validation)

• Familiarity with ITSM tools (ServiceNow, Jira Service Management, or equivalent ticketing platforms)

• Basic understanding of ITIL incident management and service request fulfillment; SLA adherence and escalation procedures

• Ability to work in 24x7 rotational shifts including weekends and holidays

Benefits

• Stable long-term cooperation with opportunity for extension

• Work with modern technologies in an international environment

• Professional growth and continuous development opportunities

• Participation in challenging and impactful projects