Information Technology Support Engineer

AVASO Technology Solutions; Kraków; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and benefits

Job summary

AVASO Technology Solutions in Krakow, Poland is seeking an experienced IT Support Engineer to provide level 1 technical assistance to end users. The role requires hands-on support for desktops, software, and hardware with a focus on reliability and customer service.

You will operate primarily from the Krakow office and participate in ongoing ITIL-based processes. Ideal candidates have 5+ years of experience, strong Polish (C1) and English skills, and a Bachelor’s degree with IT certification.

Qualifications

• Minimum 5+ years of experience in IT support or service desk roles.
• Proficient in Polish (C1) and English; strong communication skills.
• Bachelor’s degree in computer science, engineering, or related field with IT certificate/diploma.
• Strong knowledge of ITIL processes and AD/Identity Management.
• Experience with Windows, printers, VPN, LAN/Wi‑Fi, and M365.
• Familiarity with ServiceNow for ticketing and incident management.

Responsibilities

• Provide level 1 technical support, troubleshooting hardware, software and services.
• Offer in-scope technical guidance and resolve end-user queries within KPIs.
• Assign records to other support groups and act as service desk advocate.
• Log all interactions in ServiceNow with accuracy.
• Update software/hardware inventory and operational reporting.
• Work onsite in Krakow; no work-from-home option.

Skills

ITIL knowledge

ServiceNow

M365 / Microsoft 365

Active Directory

Windows OS

VPN & networking basics

Remote takeover tools

Customer support

Education

Bachelor’s in computer science or related field with IT certificate/diploma

Tools

ServiceNow

MS Teams

Adobe Acrobat Pro

Job description

Job Opportunity: IT Support Engineer at AVASO Technology

Location: Krakow, Poland

Employment Type: Full-Time

Experience: 5+ years

Languange: Polish (C1) & English

Company Overview:

AVASO Technology is a global leader in providing IT solutions and services, specializing in offering top-tier support and managed services. We are committed to delivering cutting‑edge technology solutions to our clients worldwide. If you’re a passionate IT professional with hands‑on experience in desktop support, join us at AVASO to help businesses thrive with reliable and efficient IT services.

Position Overview:

We are seeking an experienced IT Support Engineer to join our team in Krakow, Poland. The successful candidate will provide technical support, troubleshooting, and IT assistance to end users. This role requires someone with strong technical skills and a customer‑focused approach.

Key Responsibilities:

• Perform initial problem determination (level 1) in support of scope of services with related hardware, software and services support.
• Provide in-scope technical advice and guidance, trouble shoot end users queries / issues and advise potential resolutions within specified KPIs and metrics.
• Assign records to other support groups, as and when required.
• Act as service desk’s advocate when dealing with other support / resolver groups.
• Initiate the service outage procedure.
• Accurately log all interactions in ServiceNow.
• Understand and contribute to the improvement of various performance metrics.
• Update inventory for software licenses, hardware and reporting.
• Work in office is required (No work from home option)

Required Skills & Qualifications:

• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow preferably Washington Instance.
• Knowledge on handling Service Requests and Incidents
• Bachelor’s in computer science, Engineering, or related discipline with an IT certificate / diploma Knowledge on M365.
• Knowledge on Active Directory & Identity Management,
• Knowledge on Windows, Printer configuration, Shared folders, VPN, Lan & Wi‑Fi.
• Knowledge on iPhone, iPad, iOS, Enterprise Mobility management.
• Knowledge on instant messaging tools like MS‑Teams.
• Basic Knowledge on Adobe Acrobat Pro.
• Experience with working in a pharma / Biotech / GxP environment is preferred

Must Have Skills:

• Minimum 2 years’ experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams: preferred
• Excellent logical reasoning, troubleshooting and problem determination skills
• Hebrew & English – reading, writing, speaking
• Knowledge and experience with Remote takeover tools

Languages

• Polish & English – reading, writing, speaking

Why AVASO Technology?

• Join a dynamic and innovative team with a global presence.
• Opportunities for career growth and continuous learning.
• Competitive salary and benefits package.
• Work with cutting‑edge technologies to shape the future of IT solutions.

AVASO Technology Solutions Equal Employment Opportunity (EEO) Statement

AVASO Technology Solutions (referred as “Avaso”) do not discriminate against any employee or applicant for employment on the basis of race, color, sex, creed, religion, national origin, gender, sexual orientation, age, gender identity, pregnancy, genetic information, disability, protected veteran status, or any other status protected by state or local law, and to provide equal employment opportunity. Avaso is committed to providing a work environment that is free from discrimination and harassment, and we expect all employees to conduct themselves in a manner that reflects this commitment in all employment endeavors. All employment decisions are based on qualifications, merit, and business need.