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IT Support Engineer

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Theramex

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Location:
Poland , Warsaw

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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:

Based in our Warsaw office, this role supports a global user base by delivering high-quality second-line IT support within a cloud-first environment. You will play a key role in ensuring the timely resolution of incidents and service requests, while contributing to the security, stability, and continuous improvement of end-user technology services.

Job Responsibility:

  • Take ownership of delivering high-quality second-line IT support, ensuring incidents and service requests are resolved efficiently and in line with agreed service level agreements (SLAs)
  • Act as the end-to-end owner of technical issues, proactively coordinating with internal teams and third-party vendors to drive timely and successful resolution
  • Provide consistent support and management of end-user devices, identities, and access within a cloud-first environment, maintaining excellent customer service and clear, professional communication always
  • Support the stability, security, and compliance of the IT environment by adhering to established standards, policies, and best practices
  • Drive continuous service improvement through effective documentation, root cause analysis, and process optimisation
  • Collaborate closely with the global IT Operations function to meet business needs and contribute to the successful delivery of IT initiatives and projects

Requirements:

  • Degree in IT, Computer Science, or related field
  • Relevant certifications (e.g. ITIL v4, Microsoft, Apple) are advantageous
  • Fluent in English and Polish, with strong communication skills and the ability to explain technical issues to non-technical users
  • Proven analytical problem-solver with experience managing incidents in a structured, SLA-driven environment
  • Hands-on experience supporting Windows environments and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Strong knowledge of Microsoft Entra ID (Azure AD), endpoint management (Intune/MDM), and user access management
  • Confident supporting hybrid and remote users, including mobile devices (iOS/iPadOS)
  • Experience using ITSM tools to manage and resolve incidents and service requests
  • Solid understanding of networking fundamentals (LAN/WAN, TCP/IP, VPN) and enterprise IT environments
  • Ability to prioritise workload independently and collaborate effectively within a global IT team
  • Experience working with third-party vendors and supporting multi-region user bases is advantageous
  • Understanding of security, compliance, and data protection principles

Nice to have:

  • Relevant certifications (e.g. ITIL v4, Microsoft, Apple)
  • Experience working with third-party vendors and supporting multi-region user bases
What we offer:
  • 26 days holiday (or 20 working days if the total employment period is shorter than 10 years – 'employment period' covers higher education)
  • Healthcare cover for self, partner and family (in addition, contribution towards cost of spectacles, should they be required for work)
  • Pension contribution (auto-enrolled, option to opt out): 1.5% company + 2-4% employee (calculated on the employee's remuneration)
  • Hybrid Working
  • Social Fund Benefits (holiday allowance 'wakacje pod gruszą', Christmas allowance for the employee and their children, & MyBenefit Kafeteria)
  • MultiSport: Access to 4,700+ sports facilities and choice of 38 sports & leisure activities
  • MultiLife: Personal development, health, mental wellbeing, and mindfulness

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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