Senior Technology Support Service Engineer
⚲ Warszawa, Śródmieście
Do uzgodnienia
Opis stanowiska
Nasze wymagania:
5+ years of experience in a senior IT support, workplace technology, or service operations role within a complex global organisation.
Fluency in English and Polish is a must.
Proven ability to build trusted relationships with senior business stakeholders, influencing technology adoption, driving service improvements and translating technical issues into business language.
Strong technical troubleshooting expertise, with the ability to diagnose and resolve complex end-user, infrastructure, and service issues with root-cause analysis.
Experience acting as an escalation point for critical incidents, ensuring timely resolution and clear stakeholder communication.
Experience working across global teams to support a 24/7 technology environment and maintain consistent service delivery standards.
Proven experience managing outsourced service providers and third-party vendors, holding partners accountable for service performance and outcomes.
Ability to collaborate effectively across technology functions to resolve cross-functional issues and identify broader technology enhancements.
Experience supporting the implementation and adoption of technology services, changes, and business initiatives.
Professional services or law firm experience preferred.
Ability to prioritise effectively to balance multiple priorities, including complex incidents and high‑impact user needs and work with a consistently high level of accuracy
Provide technology related advisory support to the business
Highly effective team worker who can operate independently, mentor and develop more junior colleagues, and contribute to overall team capability
Hands-on experience across core support technologies, with the knowledge to supervise, guide and quality-check team members performing these tasks
Microsoft 365 administration and support (Office, Teams, OneDrive and collaboration tools).
Advanced desktop and end-user technology support, including Windows 11, laptops, mobile devices, printers and executive/VIP support.
Active Directory user, group and access management.
Microsoft Intune and mobile device management.
Networking fundamentals including Wi-Fi, VPN and connectivity troubleshooting.
ServiceNow or other enterprise IT service management platforms.
Knowledge of iManage or comparable document management systems preferred.
Zakres obowiązków:
Act as the senior technology contact for business stakeholders, ensuring a high-quality support experience for the Warsaw office.
Build strong relationships with senior stakeholders to understand requirements, address service challenges, and support technology adoption.
Provide expert technical troubleshooting and act as an escalation point for complex technology incidents and operational issues.
Partner with global Technology & Data teams to resolve service issues and drive continuous improvement initiatives.
Coordinate or lead project deployments and related communications for the local office
Manage operational relationships with outsourced service providers and third-party vendors to ensure effective service delivery and issue resolution.
Support the implementation of technology initiatives, ensuring successful local adoption and business engagement.
Coordinate responses to critical incidents, service disruptions, and unscheduled operational changes.
Identify opportunities to improve service efficiency, effectiveness, and consistency across the region.
Provide AV support for high profile internal and client facing meetings and events, independently managing all technical and AV components to ensure seamless execution
Proactively monitor regional ticket trends and identify recurring issues or unresolved tickets
Contribute proactively to the continual improvement of processes and tools, ensuring they are fit for purpose and deliver the required quality of service
Oferujemy:
Private medical insurance
On-site gym and bike facilities
Group Life insurance
Firm funded worldwide personal travel insurance, for you and your family
Subsidised sport card or public transportation card
Wide range of training opportunities
5+ years of experience in a senior IT support, workplace technology, or service operations role within a complex global organisation.
Fluency in English and Polish is a must.
Proven ability to build trusted relationships with senior business stakeholders, influencing technology adoption, driving service improvements and translating technical issues into business language.
Strong technical troubleshooting expertise, with the ability to diagnose and resolve complex end-user, infrastructure, and service issues with root-cause analysis.
Experience acting as an escalation point for critical incidents, ensuring timely resolution and clear stakeholder communication.
Experience working across global teams to support a 24/7 technology environment and maintain consistent service delivery standards.
Proven experience managing outsourced service providers and third-party vendors, holding partners accountable for service performance and outcomes.
Ability to collaborate effectively across technology functions to resolve cross-functional issues and identify broader technology enhancements.
Experience supporting the implementation and adoption of technology services, changes, and business initiatives.
Professional services or law firm experience preferred.
Ability to prioritise effectively to balance multiple priorities, including complex incidents and high‑impact user needs and work with a consistently high level of accuracy
Provide technology related advisory support to the business
Highly effective team worker who can operate independently, mentor and develop more junior colleagues, and contribute to overall team capability
Hands-on experience across core support technologies, with the knowledge to supervise, guide and quality-check team members performing these tasks
Microsoft 365 administration and support (Office, Teams, OneDrive and collaboration tools).
Advanced desktop and end-user technology support, including Windows 11, laptops, mobile devices, printers and executive/VIP support.
Active Directory user, group and access management.
Microsoft Intune and mobile device management.
Networking fundamentals including Wi-Fi, VPN and connectivity troubleshooting.
ServiceNow or other enterprise IT service management platforms.
Knowledge of iManage or comparable document management systems preferred.
Zakres obowiązków:
Act as the senior technology contact for business stakeholders, ensuring a high-quality support experience for the Warsaw office.
Build strong relationships with senior stakeholders to understand requirements, address service challenges, and support technology adoption.
Provide expert technical troubleshooting and act as an escalation point for complex technology incidents and operational issues.
Partner with global Technology & Data teams to resolve service issues and drive continuous improvement initiatives.
Coordinate or lead project deployments and related communications for the local office
Manage operational relationships with outsourced service providers and third-party vendors to ensure effective service delivery and issue resolution.
Support the implementation of technology initiatives, ensuring successful local adoption and business engagement.
Coordinate responses to critical incidents, service disruptions, and unscheduled operational changes.
Identify opportunities to improve service efficiency, effectiveness, and consistency across the region.
Provide AV support for high profile internal and client facing meetings and events, independently managing all technical and AV components to ensure seamless execution
Proactively monitor regional ticket trends and identify recurring issues or unresolved tickets
Contribute proactively to the continual improvement of processes and tools, ensuring they are fit for purpose and deliver the required quality of service
Oferujemy:
Private medical insurance
On-site gym and bike facilities
Group Life insurance
Firm funded worldwide personal travel insurance, for you and your family
Subsidised sport card or public transportation card
Wide range of training opportunities
🔍 Dekoder Ogłoszenia
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Proven ability to build trusted relationships with senior business stakeholders, influencing technology adoption, driving service improvements and translating technical issues into business language.
Oczekuje się, że będziesz nie tylko rozwiązywać problemy techniczne, ale także aktywnie wpływać na decyzje biznesowe związane z technologią i komunikować się na poziomie zarządu.
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Strong technical troubleshooting expertise, with the ability to diagnose and resolve complex end-user, infrastructure, and service issues with root-cause analysis.
Oznacza to, że będziesz musiał radzić sobie z bardzo trudnymi problemami, które wymagają dogłębnej analizy i znalezienia pierwotnej przyczyny, a nie tylko doraźnych rozwiązań.
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Experience acting as an escalation point for critical incidents, ensuring timely resolution and clear stakeholder communication.
Będziesz odpowiedzialny za rozwiązywanie najpoważniejszych awarii, co wiąże się z dużą presją czasu i koniecznością informowania wielu osób.
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Experience working across global teams to support a 24/7 technology environment and maintain consistent service delivery standards.
Praca będzie wymagała elastyczności czasowej i gotowości do współpracy z zespołami w różnych strefach czasowych, co może oznaczać pracę poza standardowymi godzinami.