User Support Specialist 24/7

Location: Warsaw, Poland (On-site) Rate: 150–178 PLN/hour net (B2B) Employment Type: Full-time / Contract / 24/7 Shift Model We are looking for an experienced IT Support Specialist to join an international organization based in Warsaw. This role is ideal for a professional with strong experience in end-user support, hardware and software troubleshooting, Microsoft 365, Windows environments, ITIL processes, and ITSM tools such as ServiceNow. You will be responsible for delivering high-quality technical support to internal and external users, resolving incidents and service requests, supporting digital workplace operations, and contributing to continuous service improvement in a 24/7 environment. Key Responsibilities • Providing high quality technical assistance and support services for both internal and external users • Processing simple and complex service requests and incidents reported via self-service portal, phone, e-mail, or in person • Proposing workarounds, troubleshooting, and analyzing reported incidents • Escalating reported issues to domain specific support lines if necessary • Providing user guidance and advice • Contributing to knowledge base development • Contributing to support service improvement • Creating a positive customer experience • Preparing digital workplace: configuring, installing, replacing, and distributing end-user equipment (laptops, screens, etc.) • Executing digital workplace improvement projects, e.g. mass replacements of end-user equipment (laptops, screens, etc.) • Working in a 24/7 mode • Other specific duties as assigned by supervisor Requirements • Minimum 3 years of experience in a similar position • Previous experience working in 24/7 mode • Certified English proficiency at minimum C1 level (CEFR) • Excellent practical knowledge of IT end-user infrastructure (workstations, printers, peripherals, etc.) • Excellent practical knowledge of workstation operating systems • Excellent practical knowledge of identity management • Excellent practical knowledge of networking • Practical knowledge of complex information systems and their interoperability • Practical knowledge of Microsoft 365 cloud services • Practical knowledge of ITIL, especially incident and request fulfillment processes • Practical knowledge of ITSM solutions (e.g. ServiceNow) • Strong troubleshooting, analytical, and problem-solving abilities What We Offer • Competitive B2B rate: 150–178.50 PLN/hour net • Long-term cooperation • On-site work in Warsaw • Dynamic 24/7 operational environment