IT Support Technician

Position Summary: The IT Support Technician is responsible for end-user support. This role involves being at the front line of defense against IT issues, ensuring that our users use systems smoothly and securely. The technician will also contribute to the development of our IT department to uphold and enhance our professional enterprise-grade IT services.

Key Responsibilities:

• System Monitoring: Perform daily system monitoring, verifying the integrity and availability of all hardware, reviewing system and application logs, and ensuring scheduled jobs such as updates, and patches are completed successfully within ConnectWise tools.
• Security Monitoring: Conduct regular security checks to identify potential intrusions, and manage anti-virus, anti-spam, and malware defenses.
• User Administration: Manage basic user administration tasks within Active Directory and Entra, Office 365, and other corporate systems, including managing user accounts, email addresses, groups, permissions, and roles. Ensure user access security and compliance and manage user lifecycle processes.
• End-User Support: Provide comprehensive end-user support, including software installation, patching, troubleshooting, training, and hands-on assistance to company personnel with documentation of activities in the Freshservice ticketing system. Utilize remote support tools and techniques to deliver excellent customer service.
• Hardware Deployment: Configure and deploy a wide range of IT equipment, including but not limited to computers, phones, printers, network devices, video conference room systems, and other hardware for end-users. Maintain and update the CMDB (Configuration Management Database) to ensure accurate tracking of hardware assets throughout their lifecycle.
• Process Adherence: Follow and contribute to the documentation of IT processes and procedures, aligning with industry best practices and continuous improvement.
• Ethical Standards: Uphold the highest level of ethical standards in all activities, adhering to the guidelines outlined in the company's Employee Handbook.
• Service Continuity: Execute other instructions from the manager or team leader necessary to ensure the operation of the IT services provided.

Additional Responsibilities:

• Language Proficiency: Utilize proficiency in English to support communication with global teams and documentation translation.
• Training Development: Create and maintain training materials and documentation for IT systems and procedures, ensuring they are accessible to a multilingual audience. Conduct introductory IT training sessions for new employees, focusing on key policies and security topics.

Qualifications:

• Proven experience in IT service delivery or a similar role for 2 or more years.
• Good knowledge of Windows operating systems.
• Familiarity with Active Directory, Entra, Microsoft Office 365 collaboration solutions, and related systems.
• Knowledge of PowerShell scripting, and AWS (Amazon Web Services) will be a big addition.
• Relevant certifications (e.g., CompTIA, Microsoft, AWS) are a plus.
• Strong problem-solving skills and the ability to work under pressure.
• Effective communication skills with fluency in English.
• Knowledge of Polish, Russian or Mandarin is beneficial.
• A commitment to continuous professional development.
• Ability to maintain confidentiality of company information.

What we offer:

• Competitive salary
• Trainings at employer’s cost
• Medical Care
• MultiSport card
• Lunch card
• Teambuilding events