Information Technology Engineer

IT Engineer is responsible for the delivery of IT Service Desk and associated support services for the user community across all Girteka sites. Their responsibilities involve a combination of technical expertise, customer service skills, and problem-solving abilities.

Your Responsibilities :

A mid-level IT Engineer ensures that IT services run smoothly and that end-users receive prompt and effective support. Their ability to handle technical issues and provide excellent customer service is essential to maintaining high levels of user satisfaction within the organization.

• Provides initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.
• Follows predefined procedures and escalation processes to ensure that issues are addressed according to service level agreements.
• Provides hardware, software, and end-user support for unresolved queries in line with documented procedures and service level targets to support the business effectively.
• Effectively manages Incidents and Service Requests and ensuring information is captured for future reference and analysis, in line with ITIL best practices.
• Maintains a high degree of customer service for all support queries and adhere to all service management principles
• Escalates unresolved Incidents and Service Requests to the 2nd line support.
• Communicates progress and follow up in a timely manner to the operations and responsible support groups
• Requests RCA from the responsible support group
• Assists new employees in setting up their workstations and providing basic IT training on software applications, security protocols, and best practices.
• Keeps track of IT assets such as computers, laptops, mobile devices, and software licenses to ensure accurate inventory management. Comply with other lawful instructions of the administration.
• Substitutes colleagues.

Our expectations:

• Strong problem-solving skills
• Windows OS and basic AD/GPO management experience
• Incident Management expertise
• Software troubleshooting skills
• Active Directory administration knowledge
• Proficient in MS Office Suite, especially Outlook
• Ability to work independently and provide guidance
• Experience with VOIP applications
• Familiarity with ticketing systems like JIRA/Service Now
• Excellent communication skills in English, Polish, and Russian (B1)

We Offer:

• Career opportunities: 77% of our management has grown along with the company and as many as 30% of our colleagues progress up the career ladder every year.
• Learning and development: participating in internal and external training, seminars, working sessions, mentoring, and management programs.
• Health and well-being: Health insurance with the possibility of choosing the most relevant program. 
• Flexibility: our company offers the opportunity to work for 30 days from any EU or Schengen country. We have set up a special fund for those who want to volunteer, and we provide off days to give you time to volunteer.
• Collaborative culture: We believe in the power of teamwork and people connection because we can only create value by achieving results together and supporting career advancement, therefore we have an office-first approach with occasional possibilities to work from home.
• Rewards and recognition: Rewards on work anniversary occasions, days off during your birthday, and holiday gifts are included. Team-building events, various initiatives, and like-minded clubs.