Support Analyst

Techstep group; Gdańsk; Hybrid; PLN 70,000 - 105,000; Full time

Benefits offered by this job

Hybrid work model

Private insurance

Multisport card

Breakfast days

Office in Wrzeszcz

No dress code

Job summary

Techstep group in Gdańsk is seeking a Support Analyst to join our Essentials Service Operations Team. You will communicate with clients, log and resolve incidents and service requests, and collaborate with IT operations and the senior support team.

The ideal candidate thinks analytically, knows IT and mobile technologies, SQL, and LAN/WAN networking, and communicates in English while staying organized. We offer a hybrid work model, private insurance, Multisport card, breakfast days, and a

Qualifications

• Analytical thinking and problem solving are essential.
• Strong knowledge of IT and mobile technologies.
• SQL knowledge is required.
• Familiarity with LAN/WAN networking environments.
• Excellent English communication.
• Well organized with independence.

Responsibilities

• Communicate regularly and warmly with clients and partners.
• Register, categorize, and resolve incidents and service requests through the ticketing system.
• Receive, register, and resolve problems, incidents, and service management requests by phone.
• Analyze reported problems and incidents and explore possible solutions.
• Provide training to partners and customers on product usage, remotely and on customer premises.
• Monitor managed cloud infrastructure on an ongoing basis.
• Collaborate with third-line support for complex issues.
• Work with external service and equipment suppliers.
• Coordinate with IT operations, development, and testing teams.
• Develop the IT knowledge base and document known issues.

Skills

analytical thinking

IT and mobile technologies

SQL

LAN/WAN networking

communicative English

organization

independence

Tools

Freshdesk

OTRS

Jira

Active Directory

LDAP

Windows Server

Microsoft Exchange

Certificate Authority

VMware

RHEL/CentOS

Job description

Every resolved ticket has a story. Every happy customer has someone behind the scenes making it happen.Could that someone be you?
Techstep is expanding its software development and strengthening its software engineering capabilities. That's why we are looking for a Support Analyst to join our Essentials Service Operations Team at our office in Gdańsk.
If you enjoy connecting the dots, helping people and turning technical challenges into solutions, this might be the role for you!

WHAT WILL YOU DO EVERY DAY

• communicating regularly and warmly with clients and partners
• helping our clients and partners with issues and requests through our ticketing system, including registering, categorizing, and resolving reported issues, incidents, and service requests
• receiving, registering, and resolving problems, incidents, and service management requests reported by phone
• analyzing reported problems and incidents and exploring possible solutions
• providing training to partners and customers on how to use our products, both remotely and at the customer's premises
• monitoring our managed cloud infrastructure on an ongoing basis
• working with the third-line support team on more complex issues
• working with external suppliers of services and equipment
• working with IT operations, development, and testing teams
• developing our IT knowledge base, documenting known issues, and suggesting improvements to our processes and procedures

WHAT DO WE EXPECT

• the ability to think analytically and solve problems
• knowledge of IT and mobile technologies
• knowledge of SQL
• knowledge of LAN/WAN networking environments
• communicative English
• excellent organization skills
• confidence and independence

NICE TO HAVE

• one year of experience in a similar position
• knowledge of Active Directory and LDAP directory services
• knowledge of MS Windows Server, Microsoft Exchange, MS Certificate Authority, and VMWare
• basic knowledge of RHEL/CentOS systems
• experience working with ticketing systems such as Freshdesk, OTRS, or Jira
• familiarity with an ITIL way of working

WHAT DO WE OFFER

Techstep offers a rewarding position in a company with strong growth ambitions. You will have plenty of opportunities for personal growth and development in a work environment built on strong values, diversity, and an amazing team spirit.

Here are some of the benefits you can enjoy when you join us:

• Remuneration based on your skills and experience
• Hybrid work model (office/home office)
• Flexible working hours
• Private insurance and medical care
• Co-financed Multisport card
• Fruit and breakfast days
• Great office location in the center of Wrzeszcz
• No dress code

We know that diversity leads to better results, and we encourage all qualified candidates to apply. Interested in joining us? Apply today - we'd love to hear from you!

Please submit your application by October 30, 2026, preferably earlier. The position may be filled before the application deadline.