Tech Support Technicien Support

As a Tech Support Engineer in the Helpdesk team, you will provide first-level technical support for hardware, software, and network-related issues across offices and remote locations. Your focus will be ensuring seamless IT operations by troubleshooting devices, managing office IT infrastructure, and assisting users with essential system access and configurations.

This role is hands-on and user-facing, supporting day-to-day IT needs while collaborating with Windows Admins, Networking, and other IT teams for escalations.

RESPONSIBILITIES

Hardware & Software Support

• Act as the first point of contact for IT-related requests, providing onsite and remote support for hardware and peripherals (laptops, desktops, tablets, printers, mobile devices).
• Diagnose and troubleshoot hardware failures and coordinate with the Hardware Asset Management team for repairs and replacements.
• Install, configure, and maintain Windows/macOS devices, ensuring compliance with company IT policies.
• Perform basic software installations, patches, and updates (coordinating with Windows Admins where needed).
• Maintain and troubleshoot office IT equipment, including video conferencing systems, digital signage (MagicInfo), and printers.

User Support & Onboarding

• Ensure proper IT onboarding by providing new employees with initial system setup documentation and introductory training.
• Assist users with Multi-Factor Authentication (MFA) resets, VPN access issues, and network connectivity troubleshooting.
• Create and manage guest WiFi accounts and oversee secure remote access.

Incident & Ticket Management

• Triage and prioritize tickets related to end-user hardware, network, and software issues.
• Maintain detailed records of troubleshooting steps and resolutions in the ITSM ticketing system (JIRA, ServiceNow, etc.).
• Collaborate with Service Desk and infrastructure teams for escalations requiring deeper investigation.
• Communicate known issues and outages proactively to minimize user impact.

Knowledge Base & IT Process Improvement

• Contribute to internal documentation and FAQs, ensuring end-users can troubleshoot common issues independently.
• Identify recurring problems and propose solutions to improve IT services and reduce incident rates.

Qualifications: Technical Skills

• Knowledge of Active Directory for basic user account troubleshooting.
• Familiarity with networking concepts (IP configurations, VPNs, WiFi connectivity issues).
• Experience with remote support tools (SCCM, JAMF, TeamViewer, etc.).
• Understanding of mobile device management (MDM) for iOS and Android (a plus).

Soft Skills

• Excellent communication and interpersonal skills with a strong customer-service orientation.
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
• Proactive mindset with a willingness to learn and continuously improve IT support processes.

Experience & Education

• 3-5 years of experience in IT support, Helpdesk, or a similar role.
• Degree or certification in IT-related studies preferred.
• Languages: Fluent in English (B2/C1); additional Polish, Spanish, or Portuguese is a plus.

Additional Information:

And if you join our community, you will be able to benefit from:

• Individual variable compensation.
• A collaborative way of working based on autonomy and responsibility.
• Professional development opportunities throughout your career.
• In a top-notch working environment, you will be proud to take part in our business project.

Remote Work: Employment Type:

Key Skills:

Ruby, Mac OS, Computer Networking, Windows, TCP, Customer Support, Linux, Shell Scripting, VPN, DNS, Technical Support, Troubleshooting.