Middle IT Helpdesk Engineer (Warsaw)

Project DescriptionAs a Support Specialist, you’ll be the first point of contact for our users whenever technical issues arise — playing a key role in ensuring smooth day-to-day operations.You’ll collaborate with colleagues via Jira Service Desk, Slack, and email, helping resolve incidents in line with our SLA standards.In addition to handling support requests, you’ll be responsible for processing onboarding and offboarding workflows, and will actively contribute to internal IT projects aimed at improving systems, tools, and support processes.ResponsibilitiesHandle incoming tickets via the Jira Service Desk in a timely and efficient mannerCommunicate with users (reporters) in a polite, clear, and friendly manner via Jira, Slack, and emailProvide remote technical support and troubleshoot issues for both local and remote employeesPrepare laptops for new hires, perform device maintenance, and securely wipe laptops when neededCoordinate equipment shipments for new employees through courier servicesMaintain up-to-date records in the asset management system and track equipment changesEnrol and configure laptops in MDM systems (Intune / Kandji)Manage AntiVirus solution. Policy creation / troubleshooting. (ESET)Manage user accounts and access rights within Google WorkspaceCreate and manage webinars, and provide support for internal eventsParticipate in the execution of internal IT projects and process improvementsHybrid setup: ~3 days/week in our Warsaw officeSkills RequiredMandatory3+ years of experiencePerfect communication skillsMac OS (OS installation and configuration)Microsoft Windows (OS installation and configuration)Experience working with corporate ticketing systems (e.g., Jira Service Desk)Experience working with any antivirus solutionIssues troubleshooting with software/hardwareAbility to prioritize and manage multiple tickets simultaneouslyProactive attitude and ownership of tasksExperience supporting remote users in distributed teamsFamiliarity with Google Workspace administration (users, groups, policies)Familiarity with SSO/SAML authenticationLanguage: Poland - Intermediate+ / English - B2 (level)Nice to have:Hands-on experience with Intune, Kandji, or Jamf (MDM tools)Hands-on experience with Google Cloud Platform (GCP) — basic administration, access management, and troubleshootingKnowledge of hardware components and troubleshooting (RAM, SSD, battery issues)Basic understanding of networking tools (e.g., ping, traceroute, ipconfig/ifconfig)Experience with asset tracking systems (e.g., Snipe-IT)Experience supporting webinar platforms (Zoom Webinars, Google Meets, etc.)Intermediate Excel/Google Sheets (formulas, filters, basic reporting)Ability to document procedures and create knowledge base articlesAccuracy and attention to detailsLanguage: Ukrainian / RussianEngagement Model: Direct Independent Contractor (Please read carefully)This is an independent contractor opportunity based on a direct contractual relationship between Zoolatech and the individual service provider.To facilitate this direct partnership, we engage with professionals who are registered and operate as a sole proprietorship, private entrepreneur, or an equivalent self-employment status in your country.Please note, our model does not accommodate contracts through third-party intermediaries such as agencies, incubators, or umbrella companies. The essential requirement is your ability to enter into a service agreement and invoice Zoolatech directly. This is not an offer of direct employmentPlease note that only candidates whose profiles closely match our requirements will be contacted.