2nd Line Support Engineer

Selvita is a global integrated service provider with laboratories in Poland (Krakow, Poznan, and Wroclaw), Croatia (Zagreb), and offices in Cambridge, UK, as well as the Greater Boston Area and San Francisco Bay Area in the US. Our company is dedicated to delivering comprehensive solutions that support our international clients in drug discovery and drug development.

As one of the largest preclinical contract research organizations in Europe, Selvita is driven by a clear mission: to bridge the gap between early drug discovery and the clinical stage of drug development.

At Selvita, we value partnership, excellence, passion, commitment, and integrity. We build strong, collaborative relationships with our clients and commit to the highest standards of quality. We fuel our pursuit of innovative solutions with enthusiasm, advance drug development with focused dedication, and ensure honesty and transparency in all our work.

We are looking for a skilled and proactive 2nd Line Support Engineer with strong experience in Microsoft 365 and general IT operations. In this role, you will handle escalated technical issues, support users across various platforms, and contribute to the smooth functioning of our IT environment. You'll work closely with the Service Desk and other IT teams to ensure high-quality service delivery.

Join us at Selvita, where these values guide our mission to advance drug discovery to the clinical stage of drug development.

Key Responsibilities:

Microsoft 365 Support:

• Provide second-line support for Microsoft 365 services including Exchange Online, SharePoint, OneDrive, and Teams.
• Troubleshoot and resolve complex issues related to Microsoft 365 applications and services.
• Manage user accounts, permissions, and licenses via Microsoft 365 Admin Center and Azure Active Directory.

General Support Tasks:

• Diagnose and resolve issues with Windows systems, software installations, system crashes, and network connectivity.
• Maintain and support Windows Server environments, including patching, performance monitoring, and troubleshooting.
• Deploy and manage software installations using Endpoint Management tools.
• Maintain and update technical documentation (system configurations, procedures, troubleshooting guides).
• Handle escalated tickets from the Service Desk, including issues related to antivirus, backup systems, and service availability.
• Maintain and support the Service Desk platform (e.g., ticketing workflows, user access, reporting).
• Monitor and support backup systems, ensuring data integrity and recovery readiness.

Project Participation:

• Contribute technical expertise to IT projects and technology rollouts.
• Support implementation of new tools and infrastructure improvements.

Your Background:

• 2+ years of experience in IT support, with a focus on Microsoft 365 and Windows environments.
• Proficiency in Microsoft 365 administration and troubleshooting.
• Experience with Active Directory, Group Policy, and Windows Server.
• Experience maintaining Service Desk platforms or ticketing systems.
• Excellent communication skills for user support and documentation.
• Ability to work independently and collaboratively in a dynamic IT environment.
• Good communication skills in English (minimum B2 level).

Nice to Have:

• Familiarity with Azure AD, Conditional Access, and Microsoft 365 security/compliance features.
• Understanding of ITIL processes (incident, change, and service request management).
• Experience with PowerShell scripting for automation and administration.
• Exposure to automation tools like Power Automate.

Your Benefits Package:

• Daily cooperation and know-how exchange with experts.
• Additional benefits: a prepaid lunch card, private medical care, subsidized sports card, and office fruit provision.
• Internal Development initiatives including soft & leadership skills training programs.
• Recognition Program.
• Employee Referral Program.
• Support & incentive bonus for completing Ph.D.
• Support in legalization and relocation package.
• Various sports and engagement initiatives.