HELPDESK TIER 1 SUPPORT MS 365

Security Masters; Warszawa; Hybrid; PLN 56,000 - 61,000; Full time

Benefits offered by this job

Bonuses for quality and performance

Professional development

Laptop provided

Friendly work environment

Job summary

Security Masters in Warsaw invites a HelpDesk specialist to join our client-facing IT team. The role is hybrid (2 days remote, 3 on-site) and focuses on Microsoft 365, Windows, and Office tools support. You will diagnose issues, handle tickets via phone, Teams, or remote access, and ensure incidents are resolved in line with our SLA.

We value clear communication, documentation, and adherence to procedures. At least 6 months in IT and solid knowledge of Microsoft 365 are required, with

Qualifications

• At least 6 months of experience in IT (helpdesk/administration).
• Good knowledge of Microsoft 365 environment — Teams, Exchange, OneDrive, and user permissions.
• Strong communication skills and ability to document actions clearly.

Responsibilities

• Receiving and handling end-user requests — Microsoft 365, Teams, OneDrive, etc.
• Diagnosing software, account, and permission-related issues
• Providing technical support — remotely and on-site when needed
• Creating user guides and documentation
• Ensuring service quality, timeliness, and assisting in escalations
• Reporting and working in compliance with SLA

Skills

Microsoft 365

Teams

Exchange

OneDrive

User permissions

Help desk

Remote support

Communication

Tools

Remote access

Job description

Location: Warsaw (hybrid model: approx. 2 daysremote, 3 days on-site/at clients)

Form of cooperation: B2B or contract of mandate

Salary: 5,000 – 5,500 PLN net/month
+performance bonus

As a member of the HelpDesk team, you will be the first line ofsupport for our clients — mainly Microsoft 365, Windows, and officetool users. Your task will be to quickly diagnose issues, handletickets (via phone, Teams, or remote access), and ensure incidents areresolved in line with Security Masters’ best practices.

Your responsibilities:

• Receiving and handling end-user requests — Microsoft 365, Teams,OneDrive, etc.
• Diagnosing software, account, and permission-related issues
• Providing technical support — remotely and (when needed) on-site
• Creating user guides and documentation
• Ensuring service quality, timeliness, and assisting in escalationsif the issue exceeds Tier 1 scope
• Reporting and working in compliance with established SLA

What we expect from you:

• At least 6 months of experience in IT (helpdesk/administration)
• Good knowledge of Microsoft 365 environment — Teams, Exchange,OneDrive, and user permissions
• Strong communication skills — you explain clearly and patiently,cooperating with users of varying technical knowledge
• Ability to work according to procedures, report, and documentactions
• Availability / shift work / presence during HelpDesk operating hours

What we offer:

• Salary based on experience, plus bonuses for quality and performance
• Additional weekend/holiday work — 200% rate (approx. once perquarter, only for critical projects)
• Professional development — Microsoft 365 training, certification courses, mentoring — access to courses worth 30,000 PLN (MS-900,MS-100, AZ-900, and more)
• Work tools: laptop, necessary software access, and team technical support
• Friendly work environment — a cohesive team, open culture, and real influence on clients’ IT environments development