IT Operations Support Specialist

📍 Warsaw, Poland (Hybrid 2-3 days from office) 🌍 Central Europe Region 🕒 Full-time | B2B Contract We are looking for an IT Operations Support Specialist (L1) to join an international IT Operations team supporting business users across the Central Europe region. The team currently supports more than 600 employees across Sales, Finance, and Marketing departments and delivers IT solutions focused mainly on data analytics and reporting. This role is a great opportunity for someone who enjoys working in a dynamic support environment, collaborating with international teams, and gaining exposure to modern data technologies such as Power BI and Databricks. Your responsibilities • Handling and prioritizing incoming support tickets • Providing first-line technical support to business users • Troubleshooting common issues related to reporting platforms and IT services • Escalating complex incidents to Level 2 or specialized support teams • Monitoring ticket lifecycle from creation to resolution • Ensuring SLA compliance and proper communication with users • Maintaining accurate documentation and updating the internal knowledge base • Supporting users via ITSM platforms, email, and chat • Participating in daily operational and incident meetings • Collaborating closely with international IT teams • Supporting processes related to data quality and operational resilience Tech stack & environment • Power BI • Databricks • Excel and local reporting solutions • ITSM / ticketing tools • International support environment The team works with both global and local business data, including shipment and operational datasets, while also supporting local reporting processes and business analytics solutions across 10 countries in Central Europe. Requirements • Experience in IT Support, Service Desk, or IT Operations (L1) • Strong communication and customer support skills • Ability to troubleshoot and prioritize incidents effectively • Experience working with ticketing systems / ITSM tools • Good understanding of Microsoft environments and reporting tools • Fluent Polish and communicative English • Strong organizational skills and attention to detail • Proactive attitude and willingness to learn Nice to have • Experience with Power BI or Databricks • Basic SQL knowledge • Experience supporting reporting or analytics platforms • Understanding of SLA-driven environments What we offer • Hybrid work model in Warsaw • International and multicultural environment • Opportunity to work with modern data and analytics technologies • Stable long-term cooperation • Access to knowledge-sharing initiatives and trainings • Exposure to advanced reporting and data solutions • Collaborative and supportive team culture About the team • Team Lead based in Poland • International team members from multiple countries, including India and Kazakhstan • Daily operational meetings and active knowledge sharing • Around 30 people in the broader IT organization • Current team members are transitioning toward more advanced L2 responsibilities, creating growth opportunities within the support structure Recruitment process • Introductory call • Technical / operational interview • Final client meeting • Offer 🚀