Job Title: Service Desk Engineer (Spanish & Polish Speaking)

Location: Gdańsk or Warsaw, Poland (Hybrid or Remote)

Start Date: ASAP

Job Summary:

We are seeking an experienced Service Desk Engineer with fluent Spanish and Polish (minimum B2+ level) to join our team. The ideal candidate will be responsible for delivering top-tier IT support, ensuring efficient resolution of technical issues, and maintaining high customer satisfaction.

Work Environment:

• Schedule: Monday to Friday, working shifts between 8:00 AM – 7:00 PM
• Mode: Hybrid (2 days remote, 3 days onsite in Gdańsk or Warsaw) or fully remote for suitable candidates

Key Responsibilities:

• Provide 1st and 2nd level IT support via email, chat, and calls
• Diagnose and resolve issues related to hardware, software, and networks
• Escalate complex problems to higher-level support teams
• Log and manage incidents using ITSM tools
• Ensure SLA compliance for incident and request resolution
• Maintain documentation for troubleshooting and resolutions
• Serve as the first point of contact for technical issues
• Offer clear, professional communication regarding ticket status and solutions
• Educate users on IT best practices and available self-help resources
• Support IT infrastructure and enterprise-level systems
• Perform user account administration (Active Directory, email access)
• Assist with software installations, updates, and security patches
• Identify recurring issues and contribute to reducing incident frequency
• Create and maintain knowledge base articles
• Uphold IT policies, security standards, and compliance protocols

Qualifications & Skills:

• 1–3 years of experience in a Service Desk or Technical Support role
• Fluency in Spanish and Polish (minimum B2+ level)
• English proficiency (minimum B2 level)
• Strong troubleshooting skills with Windows, macOS, and Linux
• Solid understanding of networking (DNS, DHCP, VPN, TCP/IP)
• Hands-on experience with Active Directory, Office 365, and remote tools
• Familiarity with ITIL processes and ITSM platforms (e.g., ServiceNow, Jira, Remedy)
• Excellent communication and interpersonal skills
• Strong customer service mindset and ability to multitask independently

Nice to Have:

• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft, Cisco)
• Experience in a managed services or shared services environment
• Knowledge of automation tools or scripting languages (PowerShell, Bash)

Apply now to be part of a dynamic team where your language skills and technical expertise can make a real impact.

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