Service Desk Technician

OneRail is a technology company innovating solutions for multi-modal delivery. We have built and continue to develop a delivery orchestration platform that connects shippers to an extensive courier ecosystem to automate, optimize, and control the entire delivery supply chain, from the demand signal to the proof of delivery. 

Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

We are seeking a friendly and motivated Service Desk Technician to join our team. In this role, you will serve as the first point of contact for our internal workforce, providing essential technical support and exceptional customer service. You’ll primarily handle common issues related to desktop hardware, software, and Microsoft 365 applications, escalating more complex tasks to senior team members. This position offers an excellent opportunity to build foundational IT and security skills, as you’ll collaborate with colleagues on broader initiatives and learn industry best practices. Success in this role can open doors to additional responsibilities and career growth within our organization, making it a perfect starting point for those interested in information security or information technology.

Key Responsibilities:

End-User Support

• Serve as the first point of contact for basic desktop, laptop, and mobile device issues.
• Handle common tasks such as password resets, software installations, and troubleshooting peripherals (e.g., printers, monitors).

Service Desk Operations

• Monitor and respond to incoming tickets, phone calls, and emails.
• Provide timely follow-up, log all interactions, and ensure users stay informed on ticket status.
• Escalate more complex technical issues to Tier 2 or Tier 3 teams when necessary.

Basic Network & Connectivity Assistance

• Offer initial troubleshooting for wired and wireless network issues (checking cables, basic Wi-Fi connectivity).
• Gather pertinent details before escalating to higher-tier support.

User Account Management (Basic)

• Assist with account setups and password resets within Microsoft 365 or other systems.
• Handle common user-access requests under established guidelines.

Customer Service & Communication

• Maintain a courteous and empathetic approach when dealing with end users.
• Provide clear explanations and guidance for non-technical individuals.
• Keep stakeholders updated on timelines and resolutions.

Documentation & Knowledge Base

• Accurately document troubleshooting steps, resolutions, and user interactions in the ticketing system.
• Contribute to an internal knowledge base by documenting frequently asked questions and solutions.

Collaboration & Escalation

• Coordinate with Tier 2/3 teams on advanced issues, ensuring a smooth handoff with complete ticket details.
• Follow established escalation procedures for unusual or critical incidents.

Equipment Setup & Maintenance (Basic)

• Assist in unpacking, connecting, and testing new hardware (desktops, laptops, monitors).
• Perform routine checks, such as verifying device functionality and updating basic software.

Requirements:

• 2+ years of experience in an IT support or help desk environment is advantageous, though motivated entry-level candidates with relevant coursework or certifications are also considered.
• Basic Troubleshooting of Windows/macOS environments (software installation, OS updates, simple networking checks).
• Familiarity with Microsoft 365 (password resets, user account management) and common productivity software (e.g., Office apps).
• Exposure to remote support tools or ticketing systems is preferred.
• General understanding of basic networking concepts (Wi-Fi connectivity, checking cables, IP configuration).
• Strong Communication Skills: Clear written and verbal communication to document tickets and explain solutions.
• Team Player: Able to collaborate and escalate appropriately to Tier II/III teams.
• Time Management & Organization: Capable of juggling multiple tickets while prioritizing effectively.
• Proven ability to troubleshoot common end-user issues (password resets, printer problems, software errors) and document solutions.
• Advanced proficiency in English, both written and spoken (B2+).

Not sure if you have enough experience to meet the challenge, but still willing to learn and join our team? Send us your application and we will be happy to talk about the possibilities. Think big!

Why Join OneRail Poland?

• Innovation at its Core: Work on industry-leading technology that is shaping the future of logistics.
• Career Growth: Opportunities for professional development and career advancement.
• Collaborative Culture: Join a team of talented engineers and industry experts.
• Exciting Challenges: Solve complex problems and contribute to impactful projects.
• Flexibility: We offer a flexible hybrid work style and flexible employment types to suit your needs, ensuring a work-life balance that works for you.
• Competitive Compensation: Attractive salary and benefits package

Office location: Kraków, Poland

Work Style: hybrid (3-4 days from the office preferred)

Salary Range: 10 000 – 14 000 PLN/ month

Take the next step in your career and become a part of OneRail’s exciting journey!