User Support Specialist 24/7

Location: Warsaw, Poland (On-site)
Rate: 150–178 PLN/hour net (B2B)
Employment Type: Full-time / Contract / 24/7 Shift Model

We are looking for an experienced IT Support Specialist to join an international organization based in Warsaw. This role is ideal for a professional with strong experience in end-user support, hardware and software troubleshooting, Microsoft 365, Windows environments, ITIL processes, and ITSM tools such as ServiceNow.

You will be responsible for delivering high-quality technical support to internal and external users, resolving incidents and service requests, supporting digital workplace operations, and contributing to continuous service improvement in a 24/7 environment.

Key Responsibilities

• Providing high quality technical assistance and support services for both internal and external users

• Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail, or in person

• Proposing workarounds, troubleshooting, and analyzing reported incidents

• Escalating reported issues to domain specific support lines if necessary

• Providing user guidance and advice

• Contributing to knowledge base development

• Contributing to support service improvement

• Creating a positive customer experience

• Preparing digital workplace: configuring, installing, replacing, and distributing end-user equipment (laptops, screens, etc.)

• Executing digital workplace improvement projects, e.g. mass replacements of end-user equipment (laptops, screens, etc.)

• Working in a 24/7 mode

• Other specific duties as assigned by supervisor

Requirements

• Minimum 3 years of experience in a similar position

• Previous experience working in 24/7 mode

• Certified English proficiency at minimum C1 level (CEFR)

• Excellent practical knowledge of IT end-user infrastructure (workstations, printers, peripherals, etc.)

• Excellent practical knowledge of workstation operating systems

• Excellent practical knowledge of identity management

• Excellent practical knowledge of networking

• Practical knowledge of complex information systems and their interoperability

• Practical knowledge of Microsoft 365 cloud services

• Practical knowledge of ITIL, especially incident and request fulfillment processes

• Practical knowledge of ITSM solutions (e.g. ServiceNow)

• Strong troubleshooting, analytical, and problem-solving abilities

What We Offer

• Competitive B2B rate: 150–178.50 PLN/hour net

• Long-term cooperation

• On-site work in Warsaw

• Dynamic 24/7 operational environment