Deskside Technician

Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands‑on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service.

This will be a diverse position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can’t resolve.

• Provide support that consistently meets or exceeds customer expectations;
• Identify, analyze, and repair product failures. Order and replace parts as needed;
• Support and maintain user account information including rights, security and systems groups;
• Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
• Provide troubleshooting and problem resolution support for all managed devices;
• Coordinate with third‑party vendors to resolve hardware and software problems, as required;
• Receive and resolve hardware or software related issues from Tiers 2 and 3 when break‑fix is necessary to solve an issue at location/onsite;
• Interface with hardware and software vendors for planning and problem resolution;
• Interface with manufacturers and third‑party vendors for technical assistance;
• Execute the installation of PCs, peripherals and LAN‑based equipment;
• Move workstations, peripherals and telecommunications equipment, as required;
• Order, receive and provide all required equipment, materials and third‑party vendor services to implement IMAC’s;
• Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC’s;
• Test completed IMAC’s and verify acceptance by end user;
• Document changes to inventory use and configuration;
• AV and Conference support with software such as MTR or Cisco rooms.

• Technical Expertise:
  • Essential knowledge of operational ICT procedures and processes regarding the delivery of contracted services.
  • ICT Technical Infrastructure and business needs and practices related to the use of ICT resources and services.
• Familiarity with Service Now for ticket handling.
• Team player who fosters teamwork in a global, multicultural, and virtual context (cultural sensitivity).
• Approximately 2 years of experience in the domain.
• Fluent in Polish and English.

• Strong ability to address business challenges and opportunities with customer focus.
• Analytical thinking skills and creative approach to problem solving.
• Excellent communication skills.
• Good team member and collaborator.

• Full‑time employment.
• Flexible benefits package (Multi Sport card, cinema tickets, vouchers for shops and restaurants, holiday booking discounts and more).
• Premium private medical healthcare, which includes dental care and insurance policy for international travel.
• Up to 4 extra days of paid holidays per year.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.