Hybrid IT Service Desk Engineer I (L1)

Capital.com; Warszawa; On-site; PLN 78,000 - 112,000; Full time

Benefits offered by this job

Competitive salary

Work-life harmony

Generous time off

Employee referral program

Health & pension benefits

Workation days

Volunteer days

Job summary

Capital.com is seeking an IT Service Desk professional to log, triage and resolve first-line requests, while supporting device lifecycles and onboarding/offboarding. You will administer Google Workspace and Okta, manage a Jira Service Desk queue, and document issues using Confluence.

The role emphasizes clear communication, structured troubleshooting, and proactive problem solving. You will work in a hybrid or on-site setting in a dynamic fintech environment, applying AI-assisted solutions with

Qualifications

• 1-3+ years of experience in a Service Desk/first-line IT support role.
• Working knowledge of troubleshooting hardware, OS (Windows/macOS) and common business applications.
• Exposure to Google Workspace administration and at least one MDM platform (ManageEngine, Jamf, Intune, Kandji or equivalent).
• Familiarity with Okta or a comparable identity provider and least-privilege access principles.
• Comfortable using AI-assisted tools to support troubleshooting and documentation with verification.
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience in analyzing user system and application logs to investigate issues.
• Identify recurring patterns across support requests and document reusable solutions in Confluence.
• Experience with Jira Service Management or a comparable ITSM tool.

Responsibilities

• Log, triage and resolve first-line IT requests and incidents within SLAs.
• Follow troubleshooting checklists and internal docs to resolve common issues.
• Support device lifecycle: staging, configuration, enrolment, deployment and recovery of laptops and mobile devices via MDM.
• Administer Okta and Google Workspace provisioning and deprovisioning with least-privilege.
• Maintain hardware records in IT asset inventory.
• Manage ticket queue in Jira Service Desk and confirm resolution with users.
• Use AI-assisted tools to speed up diagnosis and draft communications, verifying AI steps first.
• Adjust tone and depth for different audiences and keep users informed during incidents.
• Note recurring issues and propose improvements to management.
• Gather supporting information before escalation (symptoms, logs, impact, steps taken).
• Support onboarding and offboarding: manage accounts and devices accordingly.

Skills

Troubleshooting

Communication

Organisation

Escalation

AI-assisted tools usage

Tools

Google Workspace

ManageEngine

Jamf

Intune

Kandji

Okta

Jira Service Desk

Confluence

Job description

Capital.com is seeking an IT Service Desk professional to log, triage and resolve first-line requests, while supporting device lifecycles and onboarding/offboarding. You will administer Google Workspace and Okta, manage a Jira Service Desk queue, and document issues using Confluence.

The role emphasizes clear communication, structured troubleshooting, and proactive problem solving. You will work in a hybrid or on-site setting in a dynamic fintech environment, applying AI-assisted solutions with