Desktop Support Engineer, Global Helpdesk

Location: Hybrid, Krakow, Poland

Company

hirify.global provides a cloud platform combining core systems, data, digital capabilities, analytics, and AI for property and casualty insurers.

What you will do

• Diagnose and resolve complex hardware and software incidents for global users, including proactive corrective solutions and remote support coordination.
• Own the full service ticket lifecycle, from triage and prioritization through escalation, status tracking, and resolution within agreed service levels.
• Maintain secure and compliant macOS and Windows endpoints according to current IT standards.
• Provide AV, video conferencing, VIP, and executive support.
• Create knowledge-base documentation, expand self-service resources, and contribute to IT infrastructure and service projects.
• Train end users on new systems, services, and best practices.

Requirements

• At least 3 years of dedicated Desktop Support experience with hands-on proficiency in Apple macOS and Microsoft Windows 10/11.
• Deep experience supporting Active Directory, Active Sync, Exchange, and Apple products.
• Experience supporting and administering Google Workspace, Zscaler, Zoom, Slack, Okta, and ServiceNow.
• Practical troubleshooting experience with network protocols, VPN, and Network Access Control issues.
• Working knowledge of SCCM, JAMF, Autopilot, and Intune, plus familiarity with VMware and AWS Workspace virtual environments.
• Experience providing dedicated professional support to VIP and executive management.
• Exceptional written and oral communication, customer-facing skills, and experience creating technical documentation in tools such as Google Docs, SharePoint, or Confluence.
• Strong organization, remote troubleshooting ability, and a collaborative, knowledge-sharing approach.
• Willingness to work flexible hours and an on-call rotation; physical capability for equipment installation as needed.

Nice to have

• Bachelor’s degree in IT or Business Management.

Culture & Benefits

• Hybrid work arrangement in Krakow, Poland.
• Participation in a global helpdesk supporting a worldwide workforce.
• Regular operational meetings and opportunities to contribute to infrastructure and service improvement projects.
• Equal employment opportunity and reasonable accommodation throughout the application and employment process.
• Employment offers are contingent on applicable criminal history and background checks.