IT Support Engineer (Hybrid)

Job Purpose and Overview 

We are looking for a full-time IT Support Engineer. You will work with a team of highly skilled engineers to manage laptop support, infrastructure, and many corporate applications as part of our IT operations team. In this role, you will deal with support activities on multiple operating systems and a variety of technologies, including the administration of device management tools as well as security & network devices. You will work with team members across the globe and provide key on-site services in our Warsaw office.

You will be part of a corporate IT Support team that provides a wide variety of services to our employees, allowing you ample opportunity to gain valuable insight into the company as a whole, broaden your skills, and grow your career.

IT Operations

The IT Operations team plays a foundational role in Appfire's growth by building, maintaining, and supporting our IT enterprise systems and infrastructure. Comprised of the IT Support, and IT Infrastructure teams, the IT Operations department directly impacts all of Appfire's employees by helping them get a fast resolution to internal issues, and ensuring continuous scalability to support our rapidly growing company.

What you will do:

• Provide occasional L2 ticket-based support for employees seeking access, reporting problems, etc. on internal server-based and cloud-based applications, ensuring they are resolved per published SLAs and escalated to L3 support resources if needed.
• Manage employee onboardings, laptops for their up-to-date OS, MDM, hard disk encryption & antivirus installations, and troubleshooting issues
• Maintain Office Network infrastructure (wi-fi, access points & chrome casts) and coordinate with ISP teams for resolutions
• Monitor applications and systems with the help of alerts and other monitoring tools to ensure overall health
• Monitor scheduled jobs to ensure they run successfully and on time
• Maintain the configurations on Routers, firewalls, network switches, and IP telephony
• Provide resolutions on the issues relating to Office IT infrastructure and maintain them
• Ensure domain registrations, SSL certificates, and product licensing is up-to-date for all systems
• Perform installations, configurations, upgrades, migrations, and consolidations of applications.
• Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time
• Use, write, and maintain KB articles for documentation.

What you will need:

Required

• 3+ years' experience providing L1/L2 support via a ticketing system.
• 2+ years' hands-on experience in laptop support, preferably both on Macintosh & Windows OS
• 1+ years' hands-on experience in providing application support on applications such as Google Workspace, Slack, and Zoom.
• Good written and oral communication skills in English, including spelling and grammar.
• Good ability to work within a mature support process.

Preferable:

• Experience in shell scripting, Python, or command line (CLI) tools
• Experience with Atlassian products is an advantage.
• Experience in Public Cloud Technologies – AWS, GCP, Azure etc
• 1+ years’ hands-on experience as a Linux system administrator, including a basic understanding of the Linux file system, DNS, and SSL.
• 1+ years' hands-on experience in Network administration

What do we offer:

Location: Warsaw