IT Support Specialist

Quick Facts

• Role: IT Support Specialist

Description

You will provide comprehensive technical support to external customers across the full ticket life cycle and also support internal staff. The role involves diagnosing and resolving software and hardware issues, running remote troubleshooting sessions, analyzing product logs, reproducing reported bugs in test environments, and coordinating with Development to test fixes and new releases. You will document cases and solutions in a ticketing system and build a knowledge base and technical instructions.

Responsibilities

• Independently manage external customer tickets end-to-end according to the workflow
• Diagnose and resolve technical issues and conduct remote technical sessions (MS Teams, TeamViewer)
• Analyze product logs to verify reports and reproduce bugs in test environments
• Work with Development on issue analysis and test patches and new product versions
• Provide technical support to employees (hardware/software troubleshooting, software installation and configuration, preparing equipment)
• Document tickets and solutions in Zendesk/HelpDesk and create a knowledge base for recurring issues
• Maintain templates and prepare technical instructions and documentation
• Support Sales teams with technical and subject-matter input for customer conversations

Requirements

• Technical education and experience working with business clients
• Solid knowledge of Windows and networking (LAN, VPN, DNS, DHCP)
• Familiarity with virtualization and backup solutions
• Analytical troubleshooting skills: independent diagnosis, log verification, root-cause elimination
• Excellent communication skills and ability to tailor messaging; ability to conduct remote sessions
• Efficient management of own tickets and accuracy in documentation
• Polish fluency (spoken and written)
• English proficiency for reading technical documentation and communicating with clients

Benefits

• Hybrid work model (3 days in office, 2 days remote) and flexible start times (between 7:30 and 10:00)
• Employment options: employment contract (6,000–9,000 PLN gross) or B2B (7,200–11,000 PLN net + VAT) with quarterly bonuses
• Transparent, straightforward working style
• Paid recreation benefits, including support for children’s vacation
• Subsidies for cinema/theatre tickets
• Medical care coverage (Enel Med)
• Multisport card co-funding
• Language classes with native speakers
• Individual training budget for skill development
• Team integration events, including weekends