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IT Support Engineer

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RED Commerce - The Global SAP Solutions Provider

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Location:
Poland , Gliwice

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are seeking a hands-on, experienced IT Support Engineer to provide reliable end-user and infrastructure support across two PL sites. This role requires a self-sufficient and proactive individual who can manage incidents end-to-end, act as the on-site IT representative, and ensure the smooth operation of all IT services and infrastructure.

Job Responsibility:

  • Manage incidents in line with agreed Service Level Agreements (SLAs) and ensure timely resolution
  • Handle service requests in accordance with Service Level Objectives (SLOs)
  • Log, track, and resolve incidents and requests via the service management system
  • Escalate critical/high-priority issues to enterprise teams or vendors and follow through to closure
  • Provide regular reporting on incident and request performance metrics
  • Ensure accurate documentation and updates within service desk tools
  • Provide 2nd line support for end users across desktops, laptops, and mobile devices
  • Install, configure, and support standard software including Microsoft Office, SAP Client, VPN, antivirus, and other client-side tools
  • Deliver IMAC services (Install, Move, Add, Change) for end-user equipment
  • Provide onboarding support and basic IT training for new users
  • Support user access and entitlement processes
  • Support enterprise IT teams with troubleshooting across: Servers
  • LAN/WAN networks
  • Switches and Wi-Fi access points
  • UPS and monitoring systems
  • Backup environments
  • Execute patching plans and infrastructure upgrade activities
  • Support infrastructure refresh programmes and capacity planning initiatives
  • Assist in planning and setup for new, expanded, or renovated IT environments
  • Maintain and manage the IT asset register using ServiceNow
  • Conduct regular physical asset audits
  • Act as on-site IT asset coordinator for infrastructure refresh programmes
  • Coordinate and manage vendor activities, ensuring adherence to SLAs
  • Track vendor performance and escalate issues where required
  • Ensure all critical equipment is covered by maintenance contracts
  • Manage backup processes, including tape handling and rotation as per policy
  • Support data restoration requests in line with global data preservation guidelines
  • Follow change management processes for all infrastructure and system updates
  • Support critical communications during outages and major changes
  • Participate in internal audits and compliance activities
  • Contribute to continuous service improvement initiatives and customer satisfaction programmes
  • Support BOS reporting and structured problem-solving (e.g., 8D methodology) to prevent recurring issues
  • Maintain computer rooms, racks, cabling, and data environments across both sites
  • Ensure clean, secure, and well-organised IT environments
  • Use Change Event (CHG) systems for all infrastructure modifications
  • Handle hardware receiving, staging, and deployment following established procedures
  • Participate in local, regional, and global IT meetings
  • Align with business stakeholders to understand operational requirements
  • Track time, effort, and vendor resource utilisation
  • Support budget planning (AOP) and monitor infrastructure spend
  • Provide on-site support for planned maintenance or emergency activities (with prior notice)
  • Deliver monthly reporting on service availability and performance metrics

Requirements:

  • Strong experience supporting: Windows environments
  • Laptops, desktops, and peripherals
  • Microsoft 365 / Office tools
  • Basic networking knowledge (LAN/WAN, Wi-Fi troubleshooting)
  • Experience with incident and request management processes
  • Ability to work independently and take ownership of issues
  • Strong communication and stakeholder management skills
  • Professional, customer-focused mindset
  • Ability to remain calm under pressure
  • Fluent English and Polish
  • Right to work in Poland
  • Ability to travel between sites

Nice to have:

  • Experience with ServiceNow or similar ticketing tools
  • Exposure to infrastructure refresh programmes
  • Vendor management experience
  • Backup and tape management experience

Additional Information:

Job Posted:
April 01, 2026

Employment Type:
Parttime
Work Type:
Hybrid work
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RED Commerce - The Global SAP Solutions Provider - All Job Offers
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