IT Support Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Provide occasional L2 ticket-based assistance for employees utilizing internal server-based and cloud-based applications, resolving issues in accordance with SLAs and escalating to L3 when necessary.

• Oversee employee onboarding processes and manage laptop operating systems, MDM, hard disk encryption, antivirus installations, and troubleshooting tasks.

• Maintain the office network infrastructure, which includes Wi-Fi, access points, and Chromecast devices, while coordinating with ISP teams.

• Monitor applications, systems, alerts, and scheduled jobs to ensure overall health and timely execution.

• Maintain configurations for routers, firewalls, network switches, and IP telephony systems.

• Address and resolve issues related to office IT infrastructure.

• Keep domain registrations, SSL certificates, and product licensing current.

• Carry out application installations, configurations, upgrades, migrations, and consolidations.

• Develop expertise in managed systems, applications, and best practices.

• Write and maintain knowledge-base articles.

⛳️ Requirements

• A minimum of 3 years of experience providing L1/L2 support through a ticketing system.

• At least 2 years of hands-on experience in laptop support, ideally with both Macintosh and Windows operating systems.

• Over 1 year of hands-on experience delivering application support for tools such as Google Workspace, Slack, and Zoom.

• Strong written and verbal communication skills in English, including proper spelling and grammar.

• Proven ability to work effectively within a mature support process.

• Preferable: experience with shell scripting, Python, or command line (CLI) tools.

• Preferable: familiarity with Atlassian products.

• Preferable: experience with public cloud technologies such as AWS, GCP, or Azure.

• Preferable: over 1 year of hands-on experience as a Linux system administrator, with a basic understanding of the Linux file system, DNS, and SSL.

• Preferable: over 1 year of hands-on experience in network administration.

🏝️ Benefits

• Company equity for every Appfire team member.

• 26 paid vacation days annually, irrespective of tenure.

• One fully paid Wellness Day each month for unplanned emergencies, rest, or recovery needs.

• Access to Appfire University, an on-demand learning platform for continuous development.

• Comprehensive Luxmed private healthcare plan, with optional partner coverage and enhancements.

• Life insurance provided by UNUM, fully covered by Appfire.

• 150 PLN monthly MyBenefit allowance for a Multisport card or for shopping, dining, and entertainment.

• 200 PLN net per month home office allowance for electricity and internet expenses while working remotely.

• 300 PLN monthly Lunch Card for groceries or dining out, provided via a virtual pre-paid Pluxee card.

• Three fully paid volunteering days each year.

• Fully remote work within Poland, with the option to work from the Warsaw office.