IT Infrastructure / Onsite Support (ITIL, 1st/2nd, Support)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA. The company delivers innovative and superior services and solutions to numerous industry-leading clients, focusing on optimizing customer IT productivity and contributing to organizational success.

• Strong understanding of Information Technology trends, products, and solutions
• Experience maintaining high performing service support functions including IT Service Desk, Desktop Support, and 2nd line technicians
• Knowledge of business development, especially identifying and developing business opportunities with customers
• Customer-focused with passion and drive for customer satisfaction and delivering business value
• ITIL certification is an advantage
• Excellent communication and negotiation skills with strong service orientation
• Willingness to travel when required
• Ability to multitask and think outside the box
• Fluency in English and Polish (spoken and written)
• Candidates must declare a criminal record extract not older than three months

• Maintain the integrity of all computer workstations and associated software within the organization
• Act as the main point of contact for employees experiencing computer issues
• Monitor, control, and support service delivery ensuring systems, methodologies, and procedures are followed
• Develop plans for resource skills, recruitment, assessment, and onboarding
• Manage IT risks, identifying, mitigating, and recommending solutions to Head of IT
• Coordinate business development activities including client communication
• Ensure IT Service and Support align with business roadmap and client strategy
• Execute and coordinate local projects at the site
• Support client standard technologies including troubleshooting Exchange and managing AD accounts
• Work with project management on PC builds and network equipment deployments
• Troubleshoot PC connectivity and network elements including ISP circuits, firewalls, switches, wireless equipment, and phone system
• Install packaged software and authorized third party software
• Implement and support remote access solutions (VPN)
• Act as escalation point for help/service desk and onsite 2nd level support
• Implement local application enhancements and provide support
• Provide IT feedback to ensure customer satisfaction and service improvements
• Provide hands-on technical support when required
• Participate and assist with global IT initiatives

Candidates must declare a criminal record extract not older than three months.