IT Support Analyst

IT Support

Location: Kraków (6 days per month in the office)

Form of employment: B2B (150 PLN/hour - 180 PLN/hour)

Role Purpose

Are you a problem solver with a knack for technology and a passion for customer service? We are seeking a dynamic IT Support Analyst to join our helpdesk team.

This role is part of a diverse team of cybersecurity scientists, data and analytics professionals, and engineers. The mission is to harness the power of data, analytics, and AI/ML to advance cybersecurity capabilities.

As an IT Support Analyst, you will work within the Operations Team, supporting a cloud-based data lake and analytics platform. Your responsibilities will include service management, user and identity management, production support, and security operations. This hands-on technical operations role requires knowledge of Azure cloud, identity and access management, and Power BI.

The ideal candidate will be focused on delivering responsive and effective customer service, with a solid understanding of Azure Cloud and Power BI fundamentals, and a willingness to learn new tools and technologies.

Principal Accountabilities:

• Managing access and support requests, including ticket management using Kanban.
• Automating access provisioning and support processes.
• Triaging incidents, understanding the proximate cause, and routing to the appropriate team for resolution.
• Creating and maintaining documentation for users and support teams, including incident response playbooks and standard operating procedures.

Required Skills

The successful candidate will be a proactive problem solver with expertise in the following areas:

Platform Operations & Support

• Empathetic customer and stakeholder management.
• Ability to manage incidents and requests through to resolution.
• Capability to follow and improve support processes, workflows, and playbooks.

Technology Stack

• Administration of Azure Entra ID and PIM.
• Management of Power BI apps, workspaces, and user access.
• Cloud monitoring and security management using Azure Sentinel and Log Analytics.
• Experience with endpoint and application management using Intune is a plus.

Governance and Committee Memberships

• Participation in program boards, daily/weekly management reporting, and governance meetings.

Leadership & Teamwork

• Support the development of the Cybersecurity Science & Analytics Team, making decisions that align with organizational values and long-term goals.
• Build strong relationships to facilitate collaboration across teams and regions.
• Promote open communication and encourage teamwork, fostering trust and mutual understanding.

If you’re eager to leverage your technical skills and customer service aptitude to support a cutting-edge platform, we’d love to hear from you!