Service Desk Technician

OneRail Poland Sp. z o.o. operates in the logistics technology sector, focusing on innovative solutions and international projects. The company offers a modern office environment in Kraków, Poland, with a startup atmosphere and small teams.

• 2+ years of experience in an IT support or help desk environment is advantageous; motivated entry-level candidates with relevant coursework or certifications are also considered.
• Basic troubleshooting skills for Windows and macOS environments, including software installation and OS updates.
• Familiarity with Microsoft 365, including password resets and user account management.
• Exposure to remote support tools or ticketing systems is preferred.
• General understanding of basic networking concepts such as Wi-Fi connectivity, cable checking, and IP configuration.
• Strong written and verbal communication skills in English (B2+) and Polish.
• Ability to collaborate and escalate issues appropriately to Tier II/III teams.
• Effective time management and organizational skills to handle multiple tickets.
• Proven ability to troubleshoot common end-user issues and document solutions.

• Serve as the first point of contact for basic desktop, laptop, and mobile device issues.
• Handle common tasks such as password resets, software installations, and troubleshooting peripherals (e.g., printers, monitors).
• Monitor and respond to incoming tickets, phone calls, and emails.
• Provide timely follow-up, log all interactions, and ensure users stay informed on ticket status.
• Escalate more complex technical issues to Tier 2 or Tier 3 teams when necessary.
• Offer initial troubleshooting for wired and wireless network issues (checking cables, basic Wi-Fi connectivity).
• Gather pertinent details before escalating to higher-tier support.
• Assist with account setups and password resets within Microsoft 365 or other systems.
• Handle common user-access requests under established guidelines.
• Maintain a courteous and empathetic approach when dealing with end users.
• Provide clear explanations and guidance for non-technical individuals.
• Keep stakeholders updated on timelines and resolutions.
• Accurately document troubleshooting steps, resolutions, and user interactions in the ticketing system.
• Contribute to an internal knowledge base by documenting frequently asked questions and solutions.
• Coordinate with Tier 2/3 teams on advanced issues, ensuring a smooth handoff with complete ticket details.
• Follow established escalation procedures for unusual or critical incidents.
• Assist in unpacking, connecting, and testing new hardware (desktops, laptops, monitors).
• Perform routine checks, such as verifying device functionality and updating basic software.