End-User Support Engineer

EPAM Systems; Kraków; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Work abroad up to 60 days annually

Relocation opportunities

Health insurance

English classes

Employee Stock Purchase Plan with 15%/

Job summary

EPAM Systems in Kraków is expanding its End-User Support team. This role requires five-days-per-week on-site presence at the Kraków office and involves hands-on support for end users, equipment setup, and incident management.

You will work with Windows devices, Intune, and remote tools, while ensuring SLA targets and timely ticket resolutions. Strong communication and a readiness to learn are essential for success.

Qualifications

• Minimum two years in a comparable end-user support role.
• Strong network fundamentals and troubleshooting for diagnosing connectivity issues.
• Experience with Windows endpoint administration for workstation setup/maintenance.
• Working knowledge of IT service operations fundamentals to deliver efficient service.
• Hands-on familiarity with Microsoft Intune Support Essentials for devices/endpoints.
• Excellent communication and problem-solving abilities.
• Willingness to learn new technologies quickly and adapt to challenges.
• Ability to stay calm and effective under pressure.
• Intermediate English proficiency.
• Willingness to follow supervisor guidance.

Responsibilities

• Provide on-site and remote end-user assistance at the Krakow office.
• Set up and configure PCs, printers, and scanning devices.
• Coordinate with service providers and network staff to resolve issues.
• Maintain meeting room equipment in good working order.
• Ensure SLA targets are met and tickets are answered promptly.
• Install software and address related technical difficulties.
• Process incident tickets from logging to closure.
• Monitor server room equipment to ensure continuous operation.
• Organize and upkeep IT equipment cabling.
• Follow IT Work Instructions in daily tasks.
• Keep hardware inventory records up to date.

Skills

End-user support

Communication

Problem solving

Interpersonal skills

English (Intermediate)

Calm under pressure

Willingness to learn

Teamwork

Time management

Tools

Microsoft Intune

Windows endpoint administration

Remote access tools

ITIL fundamentals

Job description

We're expanding our EPAM Krakow team and need an End-User Support Engineer to join us. Succeeding in this position calls for a creative mindset combined with strong interpersonal and communication abilities.

Note that this role requires being physically present at the Krakow office five days per week.

Responsibilities

• Deliver assistance to end users at the site, covering both in-person and remote support scenarios
• Set up and configure computer equipment, systems, printers, and scanning devices
• Liaise with service providers and network engineering staff to address technical concerns
• Keep meeting room equipment in proper working condition through regular upkeep
• Guarantee that SLA targets are met and tickets receive prompt responses
• Manage the installation of software and address any accompanying technical difficulties
• Process incident tickets throughout their full lifecycle, from logging to closure
• Look after the server room to ensure equipment continues operating without issues
• Handle the organization and upkeep of cabling for IT equipment
• Adhere to established IT Work Instructions while carrying out day-to-day tasks
• Keep hardware inventory records current and accurate

Requirements

• A minimum of two years spent working in a comparable role
• Capability in Network Fundamentals and Troubleshooting for diagnosing and fixing connectivity problems
• Competence in Windows Endpoint Administration to handle workstation setup and maintenance
• Working knowledge of IT Service Operations Fundamentals to help deliver efficient service
• Hands-on familiarity with Microsoft Intune Support Essentials for overseeing devices and endpoints
• Excellent communication abilities combined with a knack for solving problems
• Openness to picking up new technologies and adjusting rapidly to fresh challenges
• Capability to stay effective and composed when working under pressure
• Intermediate English language skills
• Willingness to follow guidance and direction given by the immediate supervisor

Nice to have

• Background working with MacOS and Linux environments
• Familiarity with Remote Access Tools for providing support to systems remotely

We offer

• We gather like-minded people:
  • Top tech minds driving innovation in AI, cloud and digital platform modernization
  • Supportive team and agile, startup-like culture
  • Hybrid by design mode and opportunity to work remotely within Poland
  • Chance to work abroad for up to 60 days annually
  • Business-driven relocation opportunities
• We provide growth opportunities:
  • Career development programs
  • Thought leadership, mentoring, soft skills and well-being programs
  • Certification (Anthropic, Gemini, GCP, Azure, AWS)
  • English classes
• We cover it all:
  • Stable pay
  • Participation in the Employee Stock Purchase Plan with a 15% discount
  • Benefits package (health insurance, multisport, shopping vouchers)
  • Referral bonuses up to $2,000
  • Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
  • Corporate, social and well-being events
• Please, note:
  • Benefits listed above are available to employees only
  • We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
  • We will reach out to selected candidates exclusively