Technical Support Specialist

Infolet supports IT leaders by providing technology, experts, and full operational support including legalization of residence and work for international IT specialists. The company seeks specialists in various technologies including Java, JavaScript, C embedded, C++, PHP, mobile specialists, software testers, and network and system administrators.

• Strong problem-solving and troubleshooting skills
• Good time management skills and ability to prioritize multiple tasks
• Ability to provide timely updates and effectively manage customer expectations
• Fluent English, both written and spoken
• Ability to explain complex technical issues and solutions to customers with different technical knowledge levels
• Ability to work independently and collaborate effectively within a team
• Ability to remain organized and communicate effectively while troubleshooting critical or complex issues
• Strong attention to detail and willingness to continuously learn new technologies
• Practical understanding of applying technical concepts to troubleshooting
• Experience installing, configuring, and troubleshooting software and hardware

Nice to have:

• Familiarity with video surveillance systems, IP cameras, ONVIF protocol, or video streaming technologies
• 2+ years of experience in technical customer support environments such as video surveillance or access control, telecommunications, cloud software, enterprise hardware support, or IT Helpdesk / Service Desk
• Technical Bachelor’s degree, diploma, or equivalent educational background
• Technical certifications such as CCNA, MCSA, CompTIA A+, or similar

• Develop and maintain strong knowledge of the company’s software, hardware, and security solutions, with a focus on video surveillance products and technologies
• Troubleshoot hardware, software, and system-related issues via phone, chat, email, and remote support tools
• Investigate and resolve technical incidents or escalate to appropriate teams
• Document software, hardware, network, and troubleshooting information in a case management system
• Provide a high-quality customer experience throughout technical support cases and escalations
• Manage and prioritize multiple support activities including inbound calls, live chat, emails, and repair requests
• Collaborate with regional and global technical support teams to ensure effective issue resolution
• Communicate case status, progress, and solutions clearly to customers and internal stakeholders
• Participate in an on-call rotation including after-hours and weekend emergency support
• Continuously develop knowledge of new technologies, products, and technical support practices

Work location: Kraków, no remote work available.