Analyst - End User Engineering

RKON is an ISO 27001 and AICPA SOC 2 Type II certified company specializing in IT migration and transformation services for the Mergers and Acquisitions market. The company has been recognized as one of the 100 best places to work in IT, emphasizing its focus on empowering thought leaders and delivering cutting-edge solutions for the private equity industry. This role is part of a distributed team with colleagues based across multiple countries and time zones, including Poland.

• Desire to pursue a long-term career in IT with a strong customer service background.
• Excellent teamwork, communication, and interpersonal skills.
• Professional verbal/telephone and written communication in English.
• Effective cross-cultural communication skills, supporting end users across different countries and time zones.
• Ability to work varied schedules including day, evening, and night shifts in a 24/7/365 support environment.
• Strong multi-tasking, time management, and problem-solving skills.
• Basic skills in Microsoft Windows and MacOS, with ability to triage hardware and OS/software issues.
• Working knowledge of MS Office applications (Teams, Outlook, Word, PowerPoint, Excel).
• General understanding of security threats such as phishing and malware.
• Willingness and ability to learn and adapt to change.
• Secondary/high school diploma or Polish equivalent.
• Background check appropriate to Polish requirements prior to start.
• Current, valid authorization to work in Poland.

Nice to have:

• One to two years of experience in a Help Desk/IT Support role.
• Experience with Microsoft account and mailbox administrative tasks.
• Familiarity with enterprise systems such as servers, backups, Active Directory, and network switches/firewalls.
• Knowledge of ITIL or other IT certifications.

• Provide world-class customer service by acting as a customer advocate with a positive and supportive tone.
• React and respond to tickets and alerts to ensure maximum service availability and performance.
• Accept support requests via phone, ticket (email/portal), chat, etc.
• Provide Level 1 and 2 support for incidents or service requests related to hardware, software, mobile devices, and network connectivity.
• Update ticket notes and customer communications timely and accurately.
• Troubleshoot and resolve incidents or escalate to support vendors and senior support engineers.
• Fulfill IT-related requests per defined processes, including computer deployment/staging activities.
• Perform incident triage and resolution, updating priority, category, and tracking/reporting data.
• Manage workflows and queues of tickets/service requests to meet or exceed service level expectations.
• Reference, follow, and provide feedback on documented knowledge articles.
• Work within Microsoft 365 and on-prem Active Directory for access management, mailbox management, and device management.
• Provide support for Microsoft Office applications across operating systems and web/desktop versions.
• Support mobile device configuration, mobile device management (MDM), provisioning, and support.
• Perform access management and maintenance for various applications and systems, including user account creation/modification and password resets.
• Complete assigned administrative/client projects such as testing and project-related tasks.
• Perform other duties as assigned.

This role requires a background check appropriate to Polish requirements prior to start. Candidates must have current, valid authorization to work in Poland.