Middle End-User Support Engineer

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

Job summary

EPAM Systems Inc in Krakow seeks a Middle End-User Support Engineer to provide hands-on, onsite assistance and remote support, administering Windows endpoints and Intune tasks to ensure a reliable end-user environment. You will handle ticketing within SLA expectations and collaborate with IT teams.

The role requires 2+ years of experience in end-user support, knowledge of network fundamentals, Windows endpoint administration, and basic English proficiency (B1).

Qualifications

• At least 2 years hands-on experience in end-user support.
• Knowledge of Network Fundamentals and troubleshooting connectivity issues.
• Windows Endpoint Administration experience.
• IT Service Operations Fundamentals understanding.
• Microsoft Intune experience for endpoint management.
• Strong interpersonal and problem-solving skills.
• Interest in new technology and quick adaptation.
• Ability to stay focused under pressure.
• Intermediate English (B1).
• Willingness to follow manager directions.
• MacOS and Linux experience.
• Knowledge of Remote Access Tools for support

Responsibilities

• Assist end users onsite and remotely.
• Configure and install computer hardware, systems, printers, and scanning equipment.
• Partner with external providers and network teams to address issues.
• Maintain meeting rooms and equipment.
• Ensure tickets meet SLA commitments and response timelines.
• Handle software installation procedures and troubleshoot issues.
• Resolve incident tickets from creation through closure.
• Perform routine maintenance in the server room for reliable performance.
• Keep IT equipment cabling organized and maintained.
• Adhere to documented IT Work Instructions for daily tasks.
• Update and maintain precise hardware inventory records.

Skills

Windows endpoints

Network fundamentals

Remote support

English B1

MacOS familiarity

SLA compliance

Tools

Intune

Job description

We are expanding in Krakow and need a Middle End-User Support Engineer to deliver hands‑on, onsite assistance and maintain a reliable end‑user environment. You will support users in person and remotely, administer Windows endpoints and Intune tasks, and ensure tickets meet SLA expectations. Apply to join a team that values clear communication and practical problem‑solving.

Responsibilities

• Assist end users through onsite, face‑to‑face support as well as remote channels.
• Configure and install computer hardware, systems, printers, and scanning equipment.
• Partner with external service providers and network engineering teams to tackle technical issues.
• Maintain meeting rooms by performing routine care to keep equipment operating smoothly.
• Ensure ticket resolution stays within established SLA commitments and response timelines.
• Handle software installation procedures and troubleshoot issues that occur.
• Resolve incident tickets from creation through investigation to closure.
• Complete regular maintenance tasks in the server room to maintain reliable system performance.
• Keep IT equipment cabling organized and properly maintained.
• Adhere to documented IT Work Instructions when performing everyday tasks.
• Update and maintain precise hardware inventory records

Requirements

• At least 2 years of hands‑on experience in a similar end‑user support function.
• Knowledge of Network Fundamentals and Troubleshooting techniques to resolve connectivity issues.
• Demonstrated ability in Windows Endpoint Administration for workstation configuration and ongoing upkeep.
• Basic understanding of IT Service Operations Fundamentals to contribute to smooth service delivery.
• Applied experience with Microsoft Intune Support Essentials for endpoint and device management.
• Strong interpersonal skills and effective problem‑solving capability.
• Interest in exploring new technology and adapting quickly to unfamiliar situations.
• Capacity to keep focus and deliver results during challenging, high‑pressure moments.
• Intermediate English proficiency (B1).
• Willingness to accept and act on direction provided by the immediate manager.
• Nice to have Experience operating in MacOS and Linux environments.
• Knowledge of Remote Access Tools for providing remote support