Specjalista ds. wsparcia (k/m)

Trakcja S.A. is one of the largest publicly traded companies operating in the infrastructure construction and energy sector. Annually, it executes over 100 contracts building and modernizing railway lines, tramways, highways, expressways, bridges, engineering structures, and power networks. The company participates in complex and innovative infrastructure projects such as modernization of nearly 20% of tracks dedicated to Pendolino connections, construction of Poland's most modern technical facilities for suburban trains, production of the first energy storage in Poland generated by a wind farm, and involvement in the construction of Germany's first electric highway for trucks, among others. Trakcja S.A. has over 70 years of experience implementing thousands of innovative solutions in energy and railways.

• Secondary education in IT; higher education in IT is preferred.
• Minimum one year of experience in HelpDesk/user support or related roles in a large and distributed organization.
• Experience in maintaining IT systems and infrastructure.
• Good knowledge of computer and peripheral device operation.
• Knowledge of Microsoft environment: Windows, Microsoft 365, Active Directory (user support level).
• Knowledge of ticketing systems and process work.
• Basic knowledge of networks (LAN/Wi-Fi/VPN) for user-side diagnostics.
• Analytical thinking, work organization, and priority setting skills.
• Communication skills, accuracy, independence, and a cooperative attitude towards users.

Nice to have:

• Experience and good practices in preparing equipment for employees in a distributed organization (multiple locations).
• PowerShell.
• Azure AD / Microsoft Entra ID.
• Print management systems such as PaperCut, SafeQ, or uniFLOW.

• Handling user requests using available tools (ticket system, phone, email).
• Diagnosing and resolving issues related to computers, phones, peripheral devices, and software.
• Preparing and configuring workstations (computers and phones) according to standards.
• Participating in onboarding new employees (equipment preparation, issuance, basic instruction).
• Preparing and setting up printing devices for users (installation, settings, testing).
• Executing standard access requests according to procedures (granting/changing permissions after required approvals).
• Monitoring the ticket queue and timely task completion according to priorities.
• Performing tasks according to applicable standards and procedures.
• Collaborating with the service maintenance and infrastructure team during escalations and implementations.
• Using and updating the first-line knowledge base based on resolved tickets.
• Participating in testing and implementing new user-side solutions.
• Maintaining IT equipment records.
• Participating in ordering and preparing IT equipment for users and ongoing investments/contracts.

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