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Middle IT Helpdesk Engineer

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Zoolatech

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Location:
Poland , Wroclaw

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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:

As a Support Specialist, you’ll be the first point of contact for our users whenever technical issues arise — playing a key role in ensuring smooth day-to-day operations. You’ll collaborate with colleagues via Jira Service Desk, Slack, and email, helping resolve incidents in line with our SLA standards. In addition to handling support requests, you’ll be responsible for processing onboarding and offboarding workflows, and will actively contribute to internal IT projects aimed at improving systems, tools, and support processes.

Job Responsibility:

  • Handle incoming tickets via the Jira Service Desk in a timely and efficient manner
  • Communicate with users (reporters) in a polite, clear, and friendly manner via Jira, Slack, and email
  • Provide remote technical support and troubleshoot issues for both local and remote employees
  • Prepare laptops for new hires, perform device maintenance, and securely wipe laptops when needed
  • Coordinate equipment shipments for new employees through courier services
  • Maintain up-to-date records in the asset management system and track equipment changes
  • Enrol and configure laptops in MDM systems (Intune / Kandji)
  • Manage AntiVirus solution. Policy creation / troubleshooting. (ESET)
  • Manage user accounts and access rights within Google Workspace
  • Create and manage webinars, and provide support for internal events
  • Participate in the execution of internal IT projects and process improvements

Requirements:

  • 3+ years of experience
  • Perfect communication skills
  • Mac OS (OS installation and configuration)
  • Microsoft Windows (OS installation and configuration)
  • Experience working with corporate ticketing systems (e.g., Jira Service Desk)
  • Experience working with any antivirus solution
  • Issues troubleshooting with software/hardware
  • Ability to prioritize and manage multiple tickets simultaneously
  • Proactive attitude and ownership of tasks
  • Experience supporting remote users in distributed teams
  • Familiarity with Google Workspace administration (users, groups, policies)
  • Familiarity with SSO/SAML authentication
  • Language: Poland - Intermediate+ / English - B2 (level)

Nice to have:

  • Hands-on experience with Intune, Kandji, or Jamf (MDM tools)
  • Hands-on experience with Google Cloud Platform (GCP) — basic administration, access management, and troubleshooting
  • Knowledge of hardware components and troubleshooting (RAM, SSD, battery issues)
  • Basic understanding of networking tools (e.g., ping, traceroute, ipconfig/ifconfig)
  • Experience with asset tracking systems (e.g., Snipe-IT)
  • Experience supporting webinar platforms (Zoom Webinars, Google Meets, etc.)
  • Intermediate Excel/Google Sheets (formulas, filters, basic reporting)
  • Ability to document procedures and create knowledge base articles
  • Accuracy and attention to details
  • Language: Ukrainian / Russian
What we offer:
  • Paid Vacation
  • Sick Days
  • Sport/Insurance Compensation
  • English Classes
  • Charity
  • Training Compensation

Additional Information:

Job Posted:
December 14, 2025

Work Type:
Hybrid work
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