IT Service Desk Engineer L1

Location: Warsaw, Mazowieckie, Poland; hybrid work

Company

hirify.global is a global trading platform focused on technology-driven products and digital assets.

What you will do

• Log, triage, troubleshoot, resolve, and close first-line IT requests and incidents within agreed SLAs, escalating issues beyond scope to L2/L3 or management.
• Resolve hardware, software, operating system, application, connectivity, and access issues using checklists, runbooks, documentation, and knowledge-base guidance.
• Manage the laptop and mobile-device lifecycle, including staging, configuration, MDM enrolment, deployment, recovery, asset records, and security compliance.
• Administer user access in Okta and Google Workspace, including provisioning, deprovisioning, permission changes, and password management.
• Support employee onboarding and offboarding, maintain clear user communications, and document symptoms, impact, logs, screenshots, and troubleshooting steps for escalations.
• Use approved AI-assisted tools to support diagnosis, ticket triage, user communication, and documentation while verifying suggested actions before applying them.

Requirements

• 1–3+ years of experience in a service desk or first-line IT support role, or equivalent hands-on helpdesk experience.
• Working knowledge of Windows and macOS troubleshooting, common business applications, hardware, connectivity, TCP/IP, DNS, DHCP, and VPN fundamentals.
• Experience with Google Workspace administration and at least one MDM platform such as ManageEngine, Jamf, Intune, or Kandji.
• Familiarity with Okta or a comparable identity provider, least-privilege access, system and application logs, and Jira Service Management or a comparable ITSM tool.
• Ability to analyse recurring issues, document reusable solutions in Confluence, prioritise tickets, and communicate clearly with non-technical colleagues.
• Ability to work in the hybrid Warsaw setup.

Nice to have

• Experience with Jira and Confluence, ManageEngine, and Okta as an L1 technician.
• Experience configuring video and audio systems in meeting rooms.
• High-level AI adoption experience with proven projects or outcomes.

Culture & Benefits

• Annual leave and a work environment focused on work-life balance.
• Health insurance, pension benefits, and location-specific benefits.
• Up to 30 additional days to work remotely from anywhere in the world, subject to restrictions.
• Employee referral programme and two paid volunteer days per year.
• Opportunity to work in a rapidly expanding digital-assets business.