Senior CIS Technician #2

Brevco Services; Bydgoszcz; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

Brevco Services is seeking an experienced IT Support Technician to deliver first-line end-user assistance in a demanding enterprise environment in Bydgoszcz. The role focuses on keeping desktops, laptops and peripherals productive, with an emphasis on timely response and accurate ticket updates.

You will manage device setup, reimaging, software installation and hands‑on troubleshooting of Windows OS and network connectivity.

Qualifications

• Proven experience in end-user IT support in an enterprise or operational environment.
• Experience with device setup, reimaging and software installation.
• Hands-on experience in user support and troubleshooting (hardware, OS, connectivity).
• Experience working in a ticketing or service management system (logging and tracking tasks, e.g. ITSM).
• Familiarity with working in structured environments (following procedures, processes, checklists, and instructions).
• Good working knowledge of Windows operating systems (installation, configuration, troubleshooting), Basic networking (IP addressing, connectivity checks, Wi-Fi/LAN issues), Standard office software and common enterprise tools.
• Basic understanding of IT security practices (e.g., password handling, access control, safe use of devices).
• Ability to follow and develop documented procedures and technical instructions.
• Ability to prioritize and handle multiple tasks in a fast-paced environment.
• Good communication skills for interacting with users and team members.
• Ability to accurately record work performed (ticket updates, logs, checklists).
• Willingness and ability to work on-site and during extended hours when required (e.g., exercises, events).

Responsibilities

• Deliver First and Second Line (L1/L2) CIS Support focusing on first-line handling of user incidents and service requests.
• Prepare, configure, maintain and lifecycle support of all assigned end-user CIS equipment.
• Device setup, reimaging, software updates, and patch management with approved baselines.
• iPhone setup & reinstallation; configure basic settings for end users.
• Handle user account requests including passwords and MFA resets.
• Troubleshoot and resolve login, software, or connectivity issues; escalate complex problems.
• Record all performed work in designated systems for traceability and accountability.

Skills

End-user IT support

Device setup & imaging

Troubleshooting

ITSM ticketing

Windows OS

Networking basics

IT security basics

Procedures & checklists

On-site support

Communication

Documentation

Extended hours

Job description

• Proven experience in end-user IT support (desktops, laptops, peripherals) in an enterprise or operational environment
• Experience with the device setup, reimaging and software installation
• Hands‑on experience in user support and troubleshooting (hardware, OS, connectivity)
• Experience working in a ticketing or service management system (logging and tracking tasks, e.g. ITSM)
• Familiarity with working in structured environments (following procedures, processes, checklists, and instructions)
• Good working knowledge of Windows operating systems (installation, configuration, troubleshooting), Basic networking (IP addressing, connectivity checks, Wi‑Fi/LAN issues), Standard office software and common enterprise tools
• Basic understanding of IT security practices (e.g., password handling, access control, safe use of devices)
• Ability to follow and develop documented procedures and technical instructions
• Ability to prioritize and handle multiple tasks in a fast‑paced environment
• Good communication skills for interacting with users and team members
• Ability to accurately record work performed (ticket updates, logs, checklists)
• Willingness and ability to work on‑site and during extended hours when required (e.g., exercises, events)

Desirable Qualifications/Experience:

• Experience in NATO or NCIA environments
• Knowledge of ITIL practices
• Practical experience in the VDI‑based environment
• In‑depth knowledge of Apple, VM Ware and Microsoft systems / tools
• Experience in the installation, configuration, administration, maintenance and support of enterprise IT infrastructure, including servers, storage systems, virtualization platforms and cloud services
• Knowledge of Microsoft server technologies and core infrastructure services, including Active Directory, Group Policy, DNS, DHCP and identity and access management solutions
• The Contractors shall demonstrate English language proficiency at a minimum of STANAG 6001 Level 3 (or equivalent CEFR B2/C1 level)

DUTIES/ROLE:

• The Contractor shall deliver First and partially Second Line (L1/L2*) CIS Support service to JATEC users under management of the CSU Bydgoszcz SOB, focusing on the first line handling of user incidents and service requests and on the preparation, configuration, maintenance and lifecycle support of all assigned end‑user CIS equipment and associated operational activities
• The services shall encompass low‑to‑medium complexity technical tasks related to the first line user support and endpoint management, including workstation and laptop reimaging, configuration in accordance with the approved NCIA baselines, execution of assigned updates and patching activities as well as administration of the user accounts and access rights. The Contractor shall ensure that all tasks are executed in compliance with the NCIA policies, technical standards and operational procedures
• Device setup, reinstallation, software updates, and patch management. Install or reinstall laptops using the approved standard image. Configure basic settings so the device is fully ready for the end user. Monitor updates status and resolve basic deployment failures. Perform regular configuration compliance checks
• iPhone setup & Reinstallation. Setup or wipe iPhones and configure basic settings so the iPhone is fully ready for the end user
• User Support. Handles user account requests such as password resets MFA resets based on the approved requests. Ensure users can access required systems and services
• Incident Resolution and support to implementation and execution of standard preauthorised request and new change implementations
• Troubleshooting & Support. Provide first‑line support to resolve common IT issues such as login problems, software errors, or connectivity issues. Escalate more complex issues when needed. Perform routine system checks on assigned assets (performance, connectivity, system status). This includes local printer, iPhone and laptop issues
• Activity Logging & Documentation. Record all performed work (installations, updates, fixes, deployments) in the designated systems to ensure traceability and accountability

Job requirements

All the mandatory requirements have to be met in order to apply.

• Proven experience in end-user IT support (desktops, laptops, peripherals) in an enterprise or operational environment (Mandatory)
• Experience with the device setup, reimaging and software installation (Mandatory)
• Hands‑on experience in user support and troubleshooting (hardware, OS, connectivity) (Mandatory)
• Experience working in a ticketing or service management system (logging and tracking tasks, e.g. ITSM) (Mandatory)
• Familiarity with working in structured environments (following procedures, processes, checklists, and instructions) (Mandatory)
• Good working knowledge of Windows operating systems (installation, configuration, troubleshooting), Basic networking (IP addressing, connectivity checks, Wi‑Fi/LAN issues), Standard office software and common enterprise tools (Mandatory)
• Basic understanding of IT security practices (e.g., password handling, access control, safe use of devices) (Mandatory)
• Ability to follow and develop documented procedures and technical instructions (Mandatory)
• Ability to prioritize and handle multiple tasks in a fast‑paced environment (Mandatory)
• Good communication skills for interacting with users and team members (Mandatory)
• Ability to accurately record work performed (ticket updates, logs, checklists) (Mandatory)
• Willingness and ability to work on‑site and during extended hours when required (e.g., exercises, events) (Mandatory)
• Experience in NATO or NCIA environments (Nice to have)
• Knowledge of ITIL practices (Nice to have)
• Practical experience in the VDI‑based environment (Nice to have)
• In‑depth knowledge of Apple, VM Ware and Microsoft systems / tools (Nice to have)
• Experience in the installation, configuration, administration, maintenance and support of enterprise IT infrastructure, including servers, storage systems, virtualization platforms and cloud services (Nice to have)
• Knowledge of Microsoft server technologies and core infrastructure services, including Active Directory, Group Policy, DNS, DHCP and identity and access management solutions (Nice to have)
• The Contractors shall demonstrate English language proficiency at a minimum of STANAG 6001 Level 3 (or equivalent CEFR B2/C1 level) (Nice to have)