L1/L2 Support Engineer (English)

We are inviting a specialist to join our technical support team. Support will be provided in English. No prior IT experience is required, we offer internal training and will help you gain the necessary knowledge.

We specialize in IT consulting, development, testing, and support of technological solutions. Our clients include companies from various industries, including well-known brands.

Your responsibilities

• Respond to incoming tickets and phone calls from users
• Gather required information and log, categorize, and update incidents in the system
• Determine the user's issue by analyzing symptoms and identifying the root cause
• Solve 60–80% of requests at L1 level (technical, access, usability, desktop support)
• Escalate more complex incidents to L2/L3 and other internal teams, ensuring they’re followed up and resolved
• Keep users informed of ticket status and next steps
• Perform remote troubleshooting sessions and guide users through resolution steps
• Assist with onboarding/offboarding, including account creation and deactivation
• Help users navigate through application menus and system functions
• Manage access rights and perform basic user account maintenance (e.g. password resets, login issues)
• Support software installation, uninstallation, and configuration
• Coordinate with third-party vendors for hardware repairs (under warranty)
• Identify and resolve connectivity issues (internet, network, device-related)
• Support users with common application issues, user errors, or compatibility problems
• Contribute to the Knowledge Base, documenting known issues and solutions

Requirements:

• English - Upper Intermediate (B2) or higher
• Strong communication skills and customer empathy
• Ability to analyze problems, stay calm, and offer clear explanations
• Basic understanding of IT systems, desktop environments, and support tool
• Team-oriented mindset and readiness to handle multiple tasks in parallel
• Initiative and responsibility - you're not afraid to take ownership

We guarantee

• High salary.
• Professional training and obtaining certificates at the company's expense.
• Paid vacation.
• Medical insurance and 100% payment for sick leave.
• Corporate classes in English, German, and Polish languages.
• A variety of corporate events.
• The possibility of remote work from any location.

Apply for this position