The position of Help Desk Engineer II will have primary responsibility for providing IT support to end-users for PC, server, application, and hardware technical issues.
In addition to monitoring Global Service Desk requests, the position requires problem resolution skills and interpersonal skills to guide users, both local and remote, through technical problems while providing the highest level of customer support and ensuring customer satisfaction.
The position will interact with cybersecurity teams, network teams, systems teams, and/or applications support teams to restore service and/or identify and correct core problems.
responsibilities :
Responsible for resolving and/or escalating service requests and incidents submitted to the Global Help Desk ticketing system (SolarWinds) within established SLA’s and accurately documenting solutions.
Provide local and remote end-user support for desktop, printing, and basic networking issues.
Maintain local Active Directory, Azure, and Office 365 user accounts, groups and licensing.
Troubleshoot network related problems (Ethernet, Wi-Fi, printers, scanners, fax machines).
Lead assigned technical projects and provide project support to other teams.
Participate in the Global Service Desk On-call rotation providing after hours support.
Simulate or recreate technical problems to resolve operating difficulties.
Recommend process or system modifications to reduce repetitive technical issues and tasks.
Educate users on Windows Office Suite software and O365 apps & features.
Ability to work with and train users, provide new user orientation, and conduct individual/group end-user training.
Assist with office moves and assist office manager as needed for office improvement projects.
Implement and maintain images used for laptop and desktop deployment.
Administer end-user access to internal and cloud applications.
Create standard operating procedures.
Ensure IT assets are properly documented, maintained, and are properly disposed.
All other Duties and Projects as Assigned.
requirements-expected :
Technical school diploma is required. Bachelor’s degree in Informational Technology is preferred.
Minimum 5 years Help Desk Experience (local and remote).
Foundational knowledge of ITIL Service Management.
Microsoft Office 365 Experience.
Strong interpersonal skills and ability to communicate effectively.
Strong analytical and problem-solving skills.
Ability to work independently and manage multiple tasks simultaneously.
Experience in leading IT projects.
Language Skills: Ability to read and comprehend instruction in English.
offered :
Location: This is a hybrid in-office role based in Gdańsk Oliwa, Poland.
We offer a generous compensation and benefits package including:
Medical plan including dental and rehabilitation treatments;
Lunch card;
Benefit points, incl. Multisport and vendor discounts;
Hybrid work;
IT equipment for your working space at home.
No relocation allowance will be considered unless specifically addressed. All applicants must be currently authorized to work in Poland.
Odyssey is an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable law.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
remote work opportunities
flexible working time
fruits
integration events
dental care
computer available for private use
no dress code
coffee / tea
drinks
leisure zone
pre-paid cards
shopping coupons
sharing the costs of tickets to the movies, theater
