IT Support Specialist

The Helpdesk Analyst is responsible for providing high-quality Tier 2 IT support to users primarily across the Europe region, while collaborating with global teams across Asia and the Americas. This position ensures effective IT operations, supports endpoint and user application environments, and contributes to global initiatives for service improvement. The role requires strong hands-on experience in Microsoft 365, endpoint management, and user support within a Windows and Azure AD environment.

Job Description

1. User Support (Top Priority)

• Deliver Tier 2 support for operating systems, Microsoft 365 services, and user applications.

• Set up and maintain laptops/desktops for staff and contractors, both on-site and remote.

• Manage user and group accounts in Active Directory and Entra ID (Azure AD).

• Administer Microsoft Exchange mailboxes (on-premises and Microsoft 365).

• Enforce appropriate access permissions and adhere to company security policies.

• Maintain hardware and endpoint security compliance according to internal guidelines.

2. Technical Projects and Process Improvements

• Contribute to IT process improvement initiatives and document technical procedures.

• Create technical guides and SOPs to support internal knowledge base development.

• Participate in or lead IT-related projects as assigned by the line manager.

3. Regional Operations & Cross-Regional Support

• Operate under a follow-the-sun model to ensure 24/7 global IT support.

• Collaborate with global teams on incident handovers, root cause analysis, and system enhancements.

• Share knowledge and train team members in system administration and troubleshooting best practices.

Technical Expertise & Skills

Mandatory Requirements

• Fresh graduate with related IT qualification or with 1-2 years of relevant IT support experience, preferably in a global organisation.

• Degree in IT, Computer Science, or a related discipline preferred.

• Fluent English and Polish (written and spoken) with experience working with cross-cultural and global teams.

• Strong hands-on knowledge and experience with:

  • Windows 10/11 OS: installation, configuration, troubleshooting, and performance tuning.

  • Microsoft 365 suite: Teams, OneDrive, Outlook, Excel, Word, etc.

  • Active Directory: user/group management, GPOs, device integration.

  • Entra ID (Azure AD): identity and access management, policy handling.

  • Microsoft Intune: device enrollment, compliance configuration, app deployment.

  • Exchange Online & On-Prem: mailbox administration, distribution groups.

  • Microsoft Licensing: license assignment, usage reporting, compliance tracking.

  • PowerShell: automation scripting for administrative tasks.

  • SharePoint Online: site and document library management, permissions, and reporting.

• Strong work ethic, excellent organisational skills, and attention to detail.

Preferred Qualifications

• Relevant certifications: ITIL, CompTIA A+, MS-900, MD-102, AZ-104.

• Familiarity with endpoint security tools.

• Basic networking knowledge (DNS, DHCP, VPN) is a plus.

• Experience in global or regional support models.

• Familiarity with ITIL-based environments.

• Experience with industrial file transfer tools (e.g., Aspera Faspex, Aspera on Cloud, Media Shuttle) is an advantage.

• Media industry experience and understanding of post-production workflows (e.g., subtitling tools, A/V codecs, MAM systems) is desirable.