Technical Support Specialist

DAGMA Sp. z o. o. is an IT security expert company with nearly 40 years of experience. They distribute IT security solutions, provide consulting, implementation, and training in information and IT system security. They conduct IT security audits and penetration tests. The Katowice location employs nearly 200 people and is continuously growing.

• Minimum 1–2 years of experience working with clients (preferably technical support)
• Ability to conduct technical interviews and extract key information
• Logical thinking, attention to structure, and step-by-step data work
• Clear and concise communication skills (written and oral)
• Basic technical knowledge: Windows, Linux, macOS
• Basics of networking, logs, and IT security
• Ability to read and create technical documentation
• Independence, inquisitiveness, and responsibility
• English language proficiency at minimum B2 level (documentation, technical communication)

Nice to have:

• Experience in cybersecurity (AV, Firewall, Backup, DLP, PAM, etc.)
• Knowledge of incident analysis and good security practices
• Certifications such as CompTIA, CCNA, NSE or similar
• Technical education (IT, cybersecurity)
• Experience working with documentation or conducting trainings
• Proficient log analysis and use of diagnostic tools

• Conduct technical conversations with clients via phone, email, and remote sessions to quickly and accurately identify the source of problems
• Structure unorganized reports by asking appropriate questions, paraphrasing, organizing facts, and identifying key information
• Collect and analyze technical data such as logs, screenshots, error messages, and environment context
• Break down problems into stages, formulate hypotheses, and draw logical conclusions
• Identify causes of problems and propose specific solutions or effective workarounds
• Collaborate with engineering teams by providing precise and organized information to support decision-making
• Escalate complex cases in a controlled and substantive manner
• Create and develop technical documentation and knowledge base
• After implementation: conduct trainings, webinars, and workshops and share knowledge with clients and partners
• Provide substantive support to other departments regarding offered solutions