Infrastructure Support Engineer

UST; Kraków; On-site; PLN 55,000 - 96,000; Full time

Job summary

UST Kraków is seeking an Infrastructure Support Engineer to provide on-site IT support across Windows and macOS, desktops, printers, and mobile devices. You will act as the primary contact for end users and coordinate with vendors to resolve incidents.

Responsibilities include maintaining accurate asset information in ServiceNow CMDB, performing asset audits, onboarding new hires, and ensuring adherence to ITIL-based incident management standards.

Qualifications

• Hands-on experience in Infrastructure Support, Desktop Support, Deskside Support, or End-User Computing.
• Strong troubleshooting experience with Windows PCs and macOS devices.
• Experience supporting laptops, desktops, printers, mobile devices, applications, and peripherals.
• Practical experience working with ServiceNow or a similar IT service management platform.
• Understanding of Incident Management and ITIL practices.
• Experience with IT asset management, inventory control, CMDB, and device-management processes.
• Experience supporting employee onboarding and workstation/device setup.
• Strong customer-service and communication skills.
• Ability to troubleshoot technical issues independently and coordinate resolution with multiple teams.
• Ability to manage multiple priorities in a fast-paced support environment.
• Proactive, collaborative, and customer-focused approach.

Responsibilities

• Provide hands-on technical support for desktops, laptops, printers, mobile devices, applications, and peripherals across Windows and macOS environments.
• Install, configure, troubleshoot, and maintain end-user hardware and software.
• Diagnose hardware, software, application, access, and device-related issues and provide appropriate resolutions.
• Manage incidents and service requests through ServiceNow, ensuring accurate and timely ticket updates in line with ITIL practices.
• Maintain accurate asset information within ServiceNow CMDB, MDM, and related asset-management systems.
• Perform regular asset audits and ensure device and inventory records remain accurate.
• Manage loaner and emergency IT equipment held at the supported location.
• Coordinate IT setup and equipment delivery for new hires, temporary employees, and interns.
• Liaise with hiring managers, suppliers, HR teams, and other stakeholders regarding equipment orders, delivery status, and onboarding requirements.
• Provide Day 1 IT onboarding support and follow-up assistance for new employees.
• Support site-specific communication channels and respond to end-user support requests.
• Maintain relevant technical documentation and Knowledge Base articles.
• Support onsite IT activities, including Tech Café operations and ad-hoc site audits.
• Collaborate with cross-functional IT teams and vendors to resolve complex incidents and service issues.
• Follow all applicable site access, security, and safety procedures.

Skills

Infrastructure Support

Desktop Support

End-User Support

Windows

macOS

ServiceNow

Incident Management

ITIL

CMDB

MDM

Hardware Troubleshooting

Software Troubleshooting

Asset Management

Customer Support

Tools

ServiceNow

CMDB

MDM

Job description

Role Description

Contract Duration: ~

November 2026 – February 2027

Location: Poland

Role Overview

The Infrastructure Support Engineer provides on-site IT support to ensure a reliable and positive end-user experience. The role supports hardware, software, applications, mobile devices, and workplace IT infrastructure across Windows and macOS environments.

The engineer acts as a key point of contact for end users, working closely with client teams, vendors, and other IT support functions to resolve incidents, maintain accurate asset information, and support day-to-day IT operations.

Key Responsibilities

• Provide hands-on technical support for desktops, laptops, printers, mobile devices, applications, and peripherals across Windows and macOS environments.
• Install, configure, troubleshoot, and maintain end-user hardware and software.
• Diagnose hardware, software, application, access, and device-related issues and provide appropriate resolutions.
• Manage incidents and service requests through ServiceNow, ensuring accurate and timely ticket updates in line with ITIL practices.
• Maintain accurate asset information within ServiceNow CMDB, MDM, and related asset-management systems.
• Perform regular asset audits and ensure device and inventory records remain accurate.
• Manage loaner and emergency IT equipment held at the supported location.
• Coordinate IT setup and equipment delivery for new hires, temporary employees, and interns.
• Liaise with hiring managers, suppliers, HR teams, and other stakeholders regarding equipment orders, delivery status, and onboarding requirements.
• Provide Day 1 IT onboarding support and follow-up assistance for new employees.
• Support site-specific communication channels and respond to end-user support requests.
• Maintain relevant technical documentation and Knowledge Base articles.
• Support onsite IT activities, including Tech Café operations and ad-hoc site audits.
• Collaborate with cross-functional IT teams and vendors to resolve complex incidents and service issues.
• Work in accordance with established service-level targets, including:
• Deskside MTTR: 95%
• Depot & New Hire MTTR: 99%
• CSAT: 4.85/5
• Follow all applicable site access, security, and safety procedures.

Required Skills & Experience

• Hands-on experience in Infrastructure Support, Desktop Support, Deskside Support, or End-User Computing.
• Strong troubleshooting experience with Windows PCs and macOS devices.
• Experience supporting laptops, desktops, printers, mobile devices, applications, and peripherals.
• Practical experience working with ServiceNow or a similar IT service management platform.
• Understanding of Incident Management and ITIL practices.
• Experience with IT asset management, inventory control, CMDB, and device-management processes.
• Experience supporting employee onboarding and workstation/device setup.
• Strong customer-service and communication skills.
• Ability to troubleshoot technical issues independently and coordinate resolution with multiple teams.
• Ability to manage multiple priorities in a fast-paced support environment.
• Proactive, collaborative, and customer-focused approach.

Key Skills

Infrastructure Support | Desktop Support | End-User Support | Windows | macOS | ServiceNow | Incident Management | ITIL | CMDB | MDM | Hardware & Software Troubleshooting | Asset Management | Customer Support

Skills

Customer Support, Incident Management, Infrastructure Support