Middle Support IT Helpdesk Engineer

Salary range: B2B - 11 USD/h + VAT Ciklum is looking for a Middle Support Engineer to join our team full-time in Poland.We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.About the role:As a Middle Support Engineer, become a part of the global team of a cloud-based enterprise software company. This role is a key part of IT operations with focus on security, providing frontline support in a 24/7 environment. You will work in a scheduled shift pattern (including a night shift every four days) to be the first point of contact for triaging alerts, managing access, and resolving technical issues for our company's employees.Responsibilities:Act as the primary responder for alerts, performing investigation, triage, and SIEM analysisProvide frontline user support, handling password resets, troubleshooting issues, and granting temporary local admin accessManage user identities and access requests across key platforms, including Okta , GSuite, Slack , and 1PasswordAdminister permissions and configurations for business platforms, including Confluence, Jira, and troubleshoot Kandji MDM configurationsSupport security operations by gathering evidence for audits and executing emergency account disablements when requiredOccasionally, assist in vulnerability management by reviewing findings from various sources (SAST, DAST, bug bounty, cloud security notifications) and validating remediationRequirements:3+ years of proven experience in an IT Support, Helpdesk, or a similar user-facing technical roleHands-on experience with monitoring (PagerDuty), MDR, and SIEM tools for log analysis and investigationGood understanding of identity management principles with direct experience managing IdPs like Okta or Entra IDGood troubleshooting skills across SaaS platforms (GSuite, Slack, 1Password, Confluence, Jira) and MDM tools like Kandji, Intune(preferable) knowledge of at least one scripting language (powershell, bash, python) with Git version control(preferable) foundational knowledge of at least one major cloud provider (AWS, Azure, GCP)Excellent communication skills, with a calm, collaborative approach to problem-solving under pressureWillingness and ability to work in a rotating shift schedule, including nightsWhat`s in it for you?Strong community: Work alongside top professionals in a friendly, open-door environmentGrowth focus: Take on large-scale projects with a global impact and expand your expertiseTailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certificationsEndless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologiesFlexibility: Enjoy flexibility – full remote working possibilitiesCare: We’ve got you covered with company-paid medical insurance, mental health support, and financial & legal consultationsAbout us:At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.With delivery centers in Wrocław and Gdańsk, our 300+ professionals in Poland drive forward-thinking solutions for global clients. Join a community where collaboration sparks innovation—and your impact reaches millions. Want to learn more about us? Follow us on Instagram, Facebook, LinkedIn.Explore, empower, engineer with Ciklum Interested already? We would love to get to know you Submit your application. We can’t wait to see you at Ciklum.