Senior Engineer – Cloud & Infra Management

Job Title: Senior Engineer – Cloud & Infra Management

Experience:

Location:

Employment Type:

Senior Engineer – Cloud & Infra Management

IT Service Desk Operations

Polish

Key Responsibilities

• Log, manage, and resolve incidents and service requests using ITSM tools such as ServiceNow or JIRA Service Desk.
• Act as a single point of contact for end-users, ensuring timely communication and resolution.
• Escalate issues to appropriate teams and follow up to ensure closure.
• Adhere to SLA and KPI targets while maintaining high-quality service delivery.
• Manage user issues related to Windows 7/10, Mac OS X, printers, remote access tools, and Office applications.
• Identify and invoke the Major Incident Management process when required.
• Contribute to Knowledge Base development by documenting new issues and solutions.
• Maintain confidentiality and compliance with NDA guidelines and organizational policies.
• Work collaboratively in a 24x7 support model, demonstrating ownership and accountability.
  

Required Skills & Experience

• 2–4 years of experience in IT Service Desk Operations.
• Proficiency in Polish (Multilingual) communication.
• Excellent customer service, communication, and interpersonal skills.
• Knowledge of Incident and Service Request Management processes.
• Strong analytical and troubleshooting skills.
• Hands-on experience with ServiceNow, JIRA Service Desk, and Windows Server.
• Exposure to Remote Access Management tools and Microsoft Office Suite.
• ITIL v3 Foundation certification is an added advantage.
• Highly organized, motivated, and able to work effectively under pressure.
  

Skills

Mandatory Skills: