Job Description

Work Environment:

• Working hours: 24/7

• Hybrid – from Gdańsk/Warsaw, 3 days from the office

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Key Responsibilities:

• Provide first and second-level IT support for multiple customers via mail, chat and calls.

• Diagnose, troubleshoot, and resolve hardware, software, and network issues.

• Escalate complex issues to higher-level support teams as needed.

• Log, track, and manage tickets in the IT Service Management (ITSM) tool.

• Ensure SLAs and response times are met for incident resolution and service requests.

• Maintain accurate documentation of issues and resolutions.

• Act as the first point of contact for end-users via phone, email, or chat.

• Provide clear and professional communication to users regarding issue status and resolution.

• Educate customers on best practices and self-service solutions where applicable.

• Support IT infrastructure, applications, and enterprise systems.

• Perform user account management (Active Directory, email, access controls).

• Assist in software installations, updates, and security patches.

• Identify recurring issues and suggest improvements to reduce incidents.

• Contribute to knowledge base articles and troubleshooting guides.

• Support IT policies, compliance, and security best practices.

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Qualifications & Skills:

• 6 months - 2 years of experience in a service desk or technical support role.

• Dutch on at least B2 level

• English on at least B2 level

• Strong troubleshooting skills in Windows, macOS, and Linux environments.

• Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP).

• Experience with Active Directory, Office 365, and remote desktop tools.

• Familiarity with ITIL framework and ITSM tools (e.g., Service Now, Jira, Remedy).

• Excellent verbal and written communication skills.

• Strong customer service orientation and problem-solving mindset.

• Ability to work independently and manage multiple priorities.

Nice to have:

• IT certifications (CompTIA A+, ITIL Foundation, Microsoft, Cisco).

• Experience working in a managed services or shared services environment.

• Familiarity with automation tools and scripting (PowerShell, Bash).

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What we offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via My Benefit cafeteria)

• Premium medical services for employees and family members (Luxmed)

• Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund

• Social Fund benefits: holiday bonuses, kindergarten allowances, etc.

• Integration and cultural events for employees

• Reward and recognition programs for high performers

• Employee Referral bonuses

• Relocation assistance: accommodation, travel, and other covered expenses

• Friendly and inclusive company culture

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Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.