Support Engineer

Jobtailor

Warszawa

On-site

PLN 90,000 - 130,000

Full time

14 days+

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Job summary

Jobtailor in Warszawa seeks an experienced second-line IT support professional to diagnose and resolve complex Windows/Microsoft 365, Entra ID, and policy issues. You will administer identity and access, manage endpoint tooling such as Intune and JAMF, and ensure SLAs are met while collaborating with L3 and vendors.

The role emphasizes proactive knowledge sharing, creating articles, and coaching junior staff to reduce escalations, within a global/regulatory environment.

Qualifications

Second-line / desktop support experience in a global or regulated environment.
Strong hands-on troubleshooting of Windows 10/11 and Microsoft 365; macOS knowledge.
Hands-on Entra ID / Active Directory administration (accounts, groups, MFA).
Experience with endpoint management tooling - Intune and/or JAMF.
Solid understanding of networking fundamentals - DNS, DHCP, VPN, Wi-Fi.
Familiar with Jira Service Management and ITIL incident, request, and problem management.
Clear written and verbal communication, with strong customer service skills.
Able to work to SLAs, prioritise incidents, document clearly.
ITIL Foundation and/or Microsoft 365 certification desirable.

Responsibilities

Second-line support — Own escalations from the service desk; diagnose and resolve complex endpoint, application, identity, and connectivity incidents remotely.
Request fulfilment — Deliver technical service requests including software deployment, device configuration, and access changes to SLA.
Endpoint troubleshooting — Investigate Windows and macOS issues, profile and policy problems, performance, and application faults to root cause.
Identity & access — Administer Entra ID / Active Directory accounts, groups, MFA, and shared mailboxes in line with security and JML policy.
Remote tooling — Use remote support and endpoint management tooling (Intune, JAMF, remote control) to resolve issues without a desk visit.
Escalation & collaboration — Escalate to L3 specialists and vendors with full diagnostics; own the ticket through to resolution.
Knowledge & enablement — Produce knowledge articles and coach L1 analysts to shift resolution left and reduce escalations.
Problem management — Identify recurring issues and raise problem records; drive permanent fixes with L3 teams.
Asset & documentation — Maintain accurate asset, configuration, and ticket records throughout the support lifecycle.

Skills

Second-Line Support Experience

Windows 10/11 Troubleshooting

Entra ID / Active Directory Administr

Endpoint Management Tooling (Intune, 6

Education

ITIL Foundation

Microsoft 365 Certification

Tools

Intune

JAMF

Jira Service Management

Remote Control Tools

ITSM Tooling

Job description

Second-line support — Own escalations from the service desk; diagnose and resolve complex endpoint, application, identity, and connectivity incidents remotely.
Request fulfilment — Deliver technical service requests including software deployment, device configuration, and access changes to SLA.
Endpoint troubleshooting — Investigate Windows and macOS issues, profile and policy problems, performance, and application faults to root cause.
Identity & access — Administer Entra ID / Active Directory accounts, groups, MFA, and shared mailboxes in line with security and JML policy.
Remote tooling — Use remote support and endpoint management tooling (Intune, JAMF, remote control) to resolve issues without a desk visit.
Escalation & collaboration — Escalate to L3 specialists and vendors with full diagnostics; own the ticket through to resolution.
Knowledge & enablement — Produce knowledge articles and coach L1 analysts to shift resolution left and reduce escalations.
Problem management — Identify recurring issues and raise problem records; drive permanent fixes with L3 teams.
Asset & documentation — Maintain accurate asset, configuration, and ticket records throughout the support lifecycle.

Requirements

Proven second-line / desktop support experience in a global or regulated environment.
Strong hands-on troubleshooting of Windows 10/11 and Microsoft 365; working knowledge of macOS.
Hands-on Entra ID / Active Directory administration (accounts, groups, MFA, Conditional Access basics).
Experience with endpoint management tooling - Intune and/or JAMF - for policy, apps, and remote actions.
Solid understanding of networking fundamentals - DNS, DHCP, VPN, Wi‑Fi, and connectivity troubleshooting.
Confident with ITSM tooling (Jira Service Management) and ITIL incident, request, and problem management.
Clear written and verbal communication, with strong customer service skills.
Able to work to SLAs, prioritise competing incidents, and document clearly.
ITIL Foundation and/or Microsoft 365 certification desirable.

Core Competencies

Demonstrates expertise in second-line support, with a strong focus on troubleshooting Windows 10/11 and Microsoft 365 environments, alongside hands-on administration of Entra ID and Active Directory. Proficient in using endpoint management tools like Intune and JAMF, while maintaining effective communication and customer service skills.

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