Site Support Resource Operations; SRO HCL Poland mazowieckie

specialist (Mid / Regular), senior specialist (Senior)

full office work

remote recruitment

Specializations:

Helpdesk

• iOS
• Jira
• Confluence
• Service Now
• Microsoft Exchange
• Active Directory

• Technical Support:
  Deliver onsite and remote assistance for Windows, Mac OSX, Linux, iOS, and Android platforms, resolving hardware/software issues, connectivity problems, and system configurations. Coordinate with OEM vendors for warranty support of laptops and desktops.
• Cross-Platform Compatibility:
  Ensure seamless integration and compatibility between Mac and Windows systems, applications, and services to promote efficient workflow and collaboration.
• New Hire Induction:
  Actively participate in new hire induction programs under client guidance, ensuring timely setup and readiness for new employees.
• Tech Refresh:
  Execute tech refresh initiatives for eligible devices in accordance with client guidelines, including proactive forecasting and leadership engagement.
• User Training and
  
  Education:
  
  Conduct user training sessions and develop educational resources to improve user proficiency with Mac and Windows systems, applications, and productivity tools.
• System Administration:
  Manage and maintain Mac and Windows systems, performing installations, updates, and configurations to ensure optimal performance and security.
• Asset Management:
  Track and manage hardware/software assets, maintaining inventory, license compliance, and asset lifecycle management across devices and applications.
• Site Support:
  Support rack, network, power, servers, switches, APs, UPS units, and other equipment, collaborating with global IT specialist teams.
• Print Support:
  Work with MFP providers and client engineering to maintain and support site print services.
• Telecom Support:
  Collaborate with telecom engineering to provide end user communication support (e.g., TEAMs) and meeting room infrastructure.
• Hardware Procurement:
  Manage purchasing of new hardware, ensuring alignment with organizational needs and budget forecasts.
• Proactive Tech Refresh:
  Monitor hardware performance, recommend upgrades, and socialize tech refresh plans with client leadership.
• User Onboarding:
  Facilitate smooth onboarding by setting up Mac/Windows workstations, planning readiness, and coordinating shipping for remote locations.
• User Offboarding/Terminations:
  Manage equipment collection, provide return instructions, wipe repurposed assets, process system drives, and coordinate quarterly asset disposal.
• Asset Reconciliation:
  Perform monthly asset verification and extraction from various tools, following established procedures.
• Incident Management:
  Respond to and resolve IT incidents reported by end users, adhering to client processes.
• Application Support:
  Support enterprise and business applications (e.g., JIRA, Confluence, Service Now, MFA Portal, Azure AD, Microsoft Exchange), with willingness for additional training as needed.
• Networking:
  Understand and support basic networking concepts, including IP validation, static IP assignment, and remote desktop setup.
• Desktop Support:
  Provide guidance and support for part replacements, GPU installations, and non-standard IT devices.
• Continuous Improvement:
  Evaluate and improve IT services and processes based on user feedback and industry best practices.

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Minimum 3 years of technical support experience across Windows, Mac OSX, Linux, iOS, and Android platforms.
• Demonstrated ability in system administration, hardware/software troubleshooting, and asset management.
• Strong knowledge of cross-platform integration and user onboarding/offboarding processes.
• Experience with enterprise applications such as JIRA, Confluence, Service Now, Azure Active Directory, and Microsoft Exchange.
• Familiarity with networking concepts and desktop support (hardware replacements, GPU installations).
• Excellent communication, interpersonal, and organizational skills.
• Ability to work collaboratively with global teams and vendor partners.

• Industry certifications such as CompTIA A+,…