IT Support Specialist

LOCATION:

Hybrid: Wroclaw, Poland

About the role:

We are expanding our Internal IT team and looking for a hands-on, highly motivated and detail-oriented IT Support Specialist (L1/L2) who will ensure smooth operations of internal IT services, tools, and infrastructure across our global organization.

This role combines the responsibilities of ITSM, elements of ITAM, and Office and Cloud Infrastructure support.

You will work closely with business stakeholders, engineering teams, and system owners to guarantee reliability, fast response, and stakeholder satisfaction. Reports to: Director of Operations

Location:

Office/Hybrid (Wroclaw only)

Who are we looking for?

Key Responsibilities

ITSM (Service Desk and Support, L1/L2)

• Act as a primary point of contact for end-users, ensuring timely and effective resolution of technical requests and issues
• Handle first-line requests (password resets, VPN issues, device troubleshooting, subscriptions/SaaS access).
• Diagnose, categorize, and route incidents, service requests, and problems
• Resolve hardware/software issues (Windows, macOS, VPN, subscriptions).
• Support SaaS systems access and user onboarding/offboarding.
• Maintain clear communication during outages, incidents, and planned maintenance.
• Execute standard Change Management tasks (L1/L2).
• Standardize ITSM process improvement, automation, documentation, and knowledge base articles

ITAM (IT Asset Management)

• Own and manager the full lifecycle of IT assets within the organization.
• Manage and maintain accurate records for all IT assets, including software, hardware, licenses, subscriptions, and SaaS systems.

• Manage the procurement of new IT assets and register them accurately in the asset inventory system.

• Configure and deploy new hardware and software for Proxetters (OS setup, device enrollment, security policies configurations)

• Monitor and analyze asset usage and lifecycle status (asset health, warranty, capacity, etc) to optimize inventory and licensing
• Manage the safe and secure decommission and disposal of end-of-life IT assets
• Collaborate with office managers and external vendors to ensure timely procurement and distribution of assets.

Office and Infrastructure Support

• Support and monitor office network and connectivity (LAN, Wi-Fi, VPN, firewalls, access points, etc).
• Monitor networks troubleshooting and escalate complex network issues to senior engineers/vendors.
• Support office IT hardware (printers, badge/access control systems, CCTV, meeting room equipment).
• Manage backup and recovery procedures (local and cloud environments)
• Support and maintain on-premise and cloud servers used for internal purpose
• Assist engineering teams with cloud infrastructure (AWS, Azure, GCP) for project use

Requirements

• 3+ years of experience in IT support or IT operations
• Strong troubleshooting skills for macOS and Windows environments
• Solid networking knowledge (TCP/IP, DNS, DHCP, routine basics, Wi-Fi troubleshooting, VPN)
• Experience working with identity systems (Google Workplace, MS Entra)
• Practical experience with ITSM tools (e.x Jira Service Management or similar)
• Experience with device enrollment, OS imaging, patching, and endpoint security (MS Entra, Apple Business Management, ManageEngine, Crowstrike, CloudFlare or similar)
• Strong experience with SaaS applications, access management, roles and groups, SSO logic
• Hands-on experience with asset management and inventory systems (Jira Service Management Assets or similar)
• Hands-on experience with Jira cloud administration
• Strong customer service mindset: friendly, respectful, and solution focused
• Proactivity and problem solving skills, ability to operate independently
• High responsibility and ownership mentality ("Even If I don't know how to resolve something, I'll figure-out the optimal solution and solve it")
• Experience working with a global/distributed company (at least 2+ countries)
• English level B2+
• Familiarity with ITSM and ITAM best practices.

Nice-to-have requirements

• Experience with automation (Bash, PowerShell, Python - basic+ level)
• Understanding of IT security best practices (MFA, conditional access, device compliance policies)
• Familiarity with CCTV systems, access control, and office IT hardware integrations
• Experience with middle ware systems (Zapier, n8n, maker or similar)
• Experience with configuring cloud infrastructure from scratch (Azure, AWS, GCP)
• Familiarity with data warehousing/BI visualization tools

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What we offer

• Flexible working hours;
• Collaborative, friendly team environment;
• Remote/Hybrid work;

• Company social events;
• Annual corporate parties;

• Comprehensive medical insurance;

• Allowances for professional education;
• English language courses with native speakers;
• Internal knowledge-sharing sessions.

About Proxet

Proxet is a professional software development firm trusted by clients from around the world. With our expertise in AI and machine learning, we help businesses reimagine their possibilities and transform ideas into tangible digital solutions. By providing core services with an emphasis on data practices, we shape the future, one step at a time.