Operations Technical Support I (Networking)

Location: Remote within Poland; rotating shifts in a 24/7 support organization, including nights, weekends, and public holidays.

Company

hirify.global provides secure, high-performance connectivity across fiber, cloud, edge, and AI workloads for enterprises, governments, and communities.

What you will do

• Provide Tier 1 IT service desk support for customer incidents, service requests, and how-to questions.
• Interact with customers through multiple communication channels while following service and quality guidelines.
• Resolve or appropriately escalate incidents using training, knowledge bases, troubleshooting resources, escalation paths, and service level agreements.
• Maintain accurate ticket documentation, workload ownership, and effective relationships with internal and external support organizations.
• Identify recurring incidents and trends, keep the knowledge base current, and support continuous improvement initiatives that may include leading projects.
• Complete assigned training and follow department policies and procedures.

Requirements

• 1–2 years of IT customer service experience or other pertinent related experience.
• Working knowledge of Microsoft Office, ticketing tools, and troubleshooting tools.
• Understanding of or experience with networking, web, email, mobile, security, and managed services technologies.
• Excellent customer service, listening, verbal, and written communication skills.
• Contact control, analytical, problem-solving, multitasking, and stress-management abilities.
• Proactive, accountable, adaptable, flexible, and creative approach, with a willingness to learn and accept feedback, mentoring, and coaching.
• Ability to work as a team player and mentor others when appropriate.

Culture & Benefits

• Work from home as part of a virtual IT service desk serving one or more customers.
• Schedules may include four 10-hour days or five 8-hour days, subject to business needs.
• Annual bonus, private Medicover healthcare, Multisport or Multicafeteria benefits, Lunch Pass, voluntary life insurance, voluntary PPK, language classes, Working Abroad Policy, and voluntary CSBF.
• Inclusive culture with equal employment opportunities and reasonable recruitment adjustments for people with disabilities.