IT Support Engineer

Aquaform Inc. Sp. z o.o. is one of the leading Polish manufacturers of modern lighting. The company has been on the market for over 30 years and operates under the AQForm brand since 2018. The team consists of more than 270 people working on all lighting aspects from research and design to production and promoting the role of light in everyday life, based in the Research and Development Center near Krakow.

• Fluent English as the working language of the international team.
• Higher education or relevant experience in IT.
• Analytical thinking with problem-solving skills and proactive troubleshooting.
• Practical knowledge of Windows Server environments including event log viewing, services, and Windows Update.
• Experience with ticketing systems.
• Basic understanding of Active Directory and Microsoft 365.
• Understanding of backup concepts and endpoint security principles.
• Structured, proactive and accurate approach to monitoring alerts and properly closing tickets.
• Strong communication skills with a user-first approach; ability to clearly explain technical issues to non-technical users.

Nice to have:

• Previous experience in helpdesk or IT operations.
• Motivation from helping users and turning frustrated users into satisfied ones.

• Act as the first contact point for IT support requests from group employees, resolving problems appropriately and timely.
• Monitor server status, event logs, disk usage, and system alerts daily.
• Track backup tasks, verify correctness, report failures, and escalate as necessary.
• Perform and track Windows Server patch cycles including monthly updates and status reporting.
• Manage and operate the security awareness platform: plan campaigns, monitor results, and report findings.
• Monitor endpoint security alerts including EDR/antivirus and quarantine actions.
• Support security hygiene tasks such as password management and periodic account reviews.
• Assist users and manage endpoints.
• Install and configure workstations, laptops, mobile devices, and standard software including Intune, Microsoft 365, and Windows.
• Manage user accounts and basic permissions in Active Directory / Azure AD.
• Provide professional remote technical support for end-users at all group locations.
• Maintain IT technical documentation, runbooks, and end-user guides.
• Provide regular status updates to the IT infrastructure team regarding tickets, patches, backups, and activities in the KnowBe4 system.

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