IT Infrastructure Support Engineer

IT Support Engineer (2nd Line)

Role Overview

Position: IT Support Engineer (Second Line)
Start Date: ASAP
Contract Length: Contract until EOY 2026 + Extensions
Working Pattern: part time - 20 hrs/week (2.5 days)
Location:

• 1 day onsite - Gliwice
• 1 day onsite - TBC
• 1 day remote

Potential: May increase toward full-time/Permanent

Role Purpose

We are seeking a hands-on, experienced IT Support Engineer to provide reliable end-user and infrastructure support across two PL sites.

This role requires a self-sufficient and proactive individual who can manage incidents end-to-end, act as the on-site IT representative, and ensure the smooth operation of all IT services and infrastructure.

Key Responsibilities

Incident & Request Management

• Manage incidents in line with agreed Service Level Agreements (SLAs) and ensure timely resolution
• Handle service requests in accordance with Service Level Objectives (SLOs)
• Log, track, and resolve incidents and requests via the service management system
• Escalate critical/high-priority issues to enterprise teams or vendors and follow through to closure
• Provide regular reporting on incident and request performance metrics
• Ensure accurate documentation and updates within service desk tools

End User & Device Support

• Provide 2nd line support for end users across desktops, laptops, and mobile devices
• Install, configure, and support standard software including Microsoft Office, SAP Client, VPN, antivirus, and other client-side tools
• Deliver IMAC services (Install, Move, Add, Change) for end-user equipment
• Provide onboarding support and basic IT training for new users
• Support user access and entitlement processes

Infrastructure & Technical Support

• Support enterprise IT teams with troubleshooting across:
• Servers
• LAN/WAN networks
• Switches and Wi-Fi access points
• UPS and monitoring systems
• Backup environments
• Execute patching plans and infrastructure upgrade activities
• Support infrastructure refresh programmes and capacity planning initiatives
• Assist in planning and setup for new, expanded, or renovated IT environments

Asset & Vendor Management

• Maintain and manage the IT asset register using ServiceNow
• Conduct regular physical asset audits
• Act as on-site IT asset coordinator for infrastructure refresh programmes
• Coordinate and manage vendor activities, ensuring adherence to SLAs
• Track vendor performance and escalate issues where required
• Ensure all critical equipment is covered by maintenance contracts

Backup & Data Management

• Manage backup processes, including tape handling and rotation as per policy
• Support data restoration requests in line with global data preservation guidelines

Change, Governance & Compliance

• Follow change management processes for all infrastructure and system updates
• Support critical communications during outages and major changes
• Participate in internal audits and compliance activities
• Contribute to continuous service improvement initiatives and customer satisfaction programmes
• Support BOS reporting and structured problem-solving (eg, 8D methodology) to prevent recurring issues

On-Site IT Operations & Facilities

• Maintain computer rooms, racks, cabling, and data environments across both sites
• Ensure clean, secure, and well-organised IT environments
• Use Change Event (CHG) systems for all infrastructure modifications
• Handle hardware receiving, staging, and deployment following established procedures

Collaboration & Reporting

• Participate in local, regional, and global IT meetings
• Align with business stakeholders to understand operational requirements
• Track time, effort, and vendor resource utilisation
• Support budget planning (AOP) and monitor infrastructure spend

Additional Support

• Provide on-site support for planned maintenance or emergency activities (with prior notice)
• Deliver monthly reporting on service availability and performance metrics

Required Experience & Skills

Essential

• Strong experience supporting:
• Windows environments
• Laptops, desktops, and peripherals
• Microsoft 365/Office tools
• Basic networking knowledge (LAN/WAN, Wi-Fi troubleshooting)
• Experience with incident and request management processes
• Ability to work independently and take ownership of issues
• Strong communication and stakeholder management skills
• Professional, customer-focused mindset
• Ability to remain calm under pressure
• Fluent English and Polish
• Right to work in Poland
• Ability to travel between sites

Nice to Have

• Experience with ServiceNow or similar ticketing tools
• Exposure to infrastructure refresh programmes
• Vendor management experience
• Backup and tape management experience

Core Competencies

• Customer-focused with strong empathy and active listening skills
• Professional and proactive approach
• Strong problem-solving mindset
• Ability to understand business priorities and align IT support accordingly
• Adaptable and comfortable working in changing environments