Remote IT Helpdesk Engineer: 1st/2nd Line, M365 & Intune

Tenthpin; Polska; Hybrid; PLN 120,000 - 160,000; Full time

Job summary

Tenthpin is seeking a proactive IT Helpdesk Engineer to provide high-quality 1st and 2nd line support across our remote-first global user base.

You will troubleshoot Microsoft 365 and Windows, manage Intune, and handle common desktop software, with Jira Service Management for ticketing. Excellent English communication and 5+ years' experience are essential.

Qualifications

• Minimum of 5 years in similar IT support roles
• Experience managing M365 and Windows desktop in a remote company
• Excellent problem-solving and analytical skills
• Strong English written and spoken communication
• Experience with automation tools and scripting (PowerShell)
• Hands-on management of Microsoft Intune for MDM & MAM
• Experience managing Windows 365 Desktop environments
• Knowledge of security products such as Microsoft Sentinel, Defender and DLP would be advantageous

Responsibilities

• Act as the first point of contact for IT support requests via Jira Service Management
• Log, triage, and prioritise incidents and service requests according to SLAs
• Provide remote support for Microsoft 365 apps, Windows 11, email and collaboration tools
• Troubleshoot hardware issues on laptops and peripherals
• Guide users through fixes and communicate ticket progress clearly
• Escalate complex issues to senior colleagues and collaborate on resolution
• Contribute to problem management by identifying recurring issues and proposing fixes
• Ensure compliance with IT policies and security standards
• Support enterprise SaaS applications and services with the IT team

Skills

Strong English communication

Problem solving

Interpersonal abilities

Remote work experience

PowerShell scripting

Tools

Jira Service Management

PowerShell

Microsoft Intune

Defender ATP

Microsoft Sentinel

DLP

Job description

*This role can be based out of any location in Poland. You must be an official resident in the employment country to be considered for this role.

Tenthpin is looking for a proactive and customer focused IT Helpdesk Engineer to provide high quality 1st and 2nd line support across our remote-first global user base.

As an IT Helpdesk Engineer, you will have significant hands-on experience supporting Microsoft 365 applications and infrastructure, Windows, Microsoft Intune and common desktop software. Previous use of ITSM tools is expected, knowledge of Jira Service Management would be beneficial. You will play a key role in resolving technical issues, improving user experience, and contributing to the continuous enhancement of IT services.

Previous experience in a similar role is essential, as are excellent written and verbal English language skills. Alongside day-to-day tickets, remotely onboarding and offboarding new Colleagues, there is the opportunity to work on small projects to improve our infrastructure.

The Opportunity

Your responsibilities will include, but not be limited to:

·Act as the first point of contact for all incoming IT support requests via Jira Service Management

·Log, triage, and prioritise incidents and service requests according to SLAs

·Provide remote support for end user issues related to:

·Microsoft 365 applications (Teams, Outlook, Word, Excel, SharePoint etc.)

·Windows 11 OS

·Email, Teams, and collaboration tools

·Hardware troubleshooting (laptops, peripherals, mobile devices)

·Guide users through fixes and provide clear communication on ticket progress

·Troubleshoot more complex issues related to:

·Microsoft Intune (device enrolment, compliance, policies, app deployments, Windows Autopilot)

·Microsoft 365 administrative tasks (user setups, permissions, license assignments)

·Windows system troubleshooting and endpoint configuration

·Escalate issues to senior technical Colleagues, when required and collaborate on resolution

·Contribute to problem management by identifying recurring issues and proposing permanent fixes

·Ensure compliance with IT policies, security standards, and best practices

·Collaborate with IT team members to support enterprise SaaS applications and services

Your Experience

·Minimum of 5 years of experience in similar role(s)

·Experience managing M365 and Windows desktop in a remote Company

·Excellent problem-solving and analytical skills

·Strong English written, and spoken communication along with interpersonal abilities

·Experience with automation tools and scripting languages (e.g., PowerShell)

·Hands-on management of Microsoft Intune for MDM & MAM

·Management of small internal projects, liaising with external vendors

·Knowledge of security products such as Microsoft Sentinel, Defender and DLP would be advantageous

·Experience managing Windows 365 Desktop environments

Technologies

·Microsoft Intune, Entra ID & Azure

·Microsoft 365, especially SharePoint Online administration & Defender ATP

Why Tenthpin

Tenthpin is a global consulting and technology boutique dedicated to the Life Sciences industry. With over 400 consultants across eight countries—including the US, Switzerland, Germany, UK, Portugal, Poland, Japan, and India—at least 16 of the top 20 Life Sciences companies worldwide trust our independent, unbiased expertise.

We offer a competitive salary, strong benefits, and a collaborative environment that supports your growth and development.

Are you passionate about digitally transforming Life Sciences companies? Want to create impact with leading brands and deliver real value? Enjoy working in an entrepreneurial and collaborative team?

Then we’d love to hear from you.

Tenthpin is an equal opportunities employer.