Senior End-User Support Engineer

EPAM Systems; Polska; On-site; PLN 120,000 - 180,000; Full time

Job summary

EPAM Systems in Warsaw is seeking a Senior End-User Support Engineer to provide hands-on support to local users. The role requires daily in-person presence at the Warsaw office and close collaboration with IT teams to maintain hardware, software, and incident resolution.

The ideal candidate has 4+ years in end-user support, solid network fundamentals, and experience with Windows workstations and Intune. English proficiency is required, with a proactive, learning mindset to tackle new tech

Qualifications

• 4+ years of hands-on end-user support experience.
• Strong understanding of network fundamentals and troubleshooting.
• Experience with Windows endpoint administration.
• Experience with IT service operations fundamentals.
• Proficient in English.

Responsibilities

• Provide end users with a mix of face-to-face and remote assistance at the Warsaw location.
• Configure and set up computer hardware, systems, printers, and scanning tools.
• Collaborate with service providers and network engineers to identify and fix issues.
• Maintain meeting room equipment to keep operations running smoothly.
• Ensure ticket management complies with SLA benchmarks and response times.

Skills

End-user support

Windows Endpoint Administration

Network Fundamentals

IT Service Operations Fundamentals

English

Tools

Microsoft Intune

Job description

We're searching for a Senior End-User Support Engineer who's ready to bring meaningful value to our EPAM Warsaw Team. We're after someone who pairs inventive problem-solving instincts with excellent communication and strong interpersonal management skills. Do note that this role requires showing up in person at the Warsaw office for all five working days of the week.

Responsibilities

• Provide end users with a combination of face-to-face and remote assistance at the location
• Take care of configuring and setting up computer hardware, systems, printers, and scanning tools
• Team up with service providers and network engineers to identify and fix technical problems
• Carry out continuous maintenance of meeting room equipment to keep everything operational
• Confirm that ticket management stays compliant with SLA benchmarks and response time goals
• Lead the charge on software installation work and resolve any technical hurdles along the way
• Manage incident tickets from the point of submission through to complete resolution
• Execute regular maintenance activities in the server room to keep equipment functioning smoothly
• Oversee the arrangement and maintenance of cabling connected to IT hardware
• Comply with established IT Work Instructions as part of daily job functions
• Maintain up-to-date and accurate records within the hardware inventory system

Requirements

• No less than 4 years of relevant hands-on experience in a similar function
• Solid understanding of Network Fundamentals and troubleshooting methods for addressing connectivity issues
• Applied expertise in Windows Endpoint Administration, encompassing workstation care and management
• Functional knowledge of IT Service Operations Fundamentals contributing to consistent, reliable service
• Real-world experience with Microsoft Intune Support Essentials for overseeing endpoints and devices
• Clear communication skills joined with a forward-thinking, problem-solving attitude
• Genuine drive to learn about new technologies and pivot quickly when new challenges appear
• Capability to maintain consistent output despite pressure or fast-moving circumstances
• Intermediate command of the English language
• Openness to carrying out instructions and direction from the immediate manager

Nice to have

• Direct experience working with macOS and Linux platforms
• Prior use of Remote Access Tools for assisting with systems from a remote location