IT Support Engineer

Cogent Networks U.G. is looking for an experienced EUC (End User Computing) Support Engineer to join our team in Kraków. The ideal candidate will be responsible for providing high-quality desktop support, troubleshooting hardware and software issues, and ensuring excellent end-user experience in an enterprise environment.

Key Responsibilities

• Manage desktop device incidents (hardware, software, and connectivity) through to resolution.

• Provide deskside support for Windows, macOS, and IMAC environments.

• Diagnose and resolve hardware and software issues on laptops and desktop computers.

• Perform hard and soft break/fix activities for end-user devices.

• Install, configure, maintain, and support desktop operating systems and standard office applications throughout the device lifecycle.

• Manage desktop images, operating system deployments, patch management, and hardware replacements.

• Perform remote device management using enterprise management tools.

• Analyze Service Desk incidents to identify recurring issues, automation opportunities, and end-user training requirements.

• Ensure all desktop devices are configured with the approved corporate image and security policies.

• Monitor antivirus and endpoint security compliance and take corrective action where required.

• Provide VIP executive support and act as the primary on-site IT contact when required.

• Maintain spare equipment and support asset lifecycle management.

• Follow ITIL best practices for Incident, Problem, Change, and Service Request Management.

• Strong experience supporting Windows, macOS, iOS, and IMAC environments.

• Solid knowledge of Windows operating systems (including Windows 7 where required).

• Experience providing deskside and remote end-user support.

• Experience with hardware break/fix, desktop imaging, and device deployment.

• Proficiency with Microsoft Office, Outlook, and remote support tools.

• Experience using IT Service Management platforms such as ServiceNow.

• Strong troubleshooting, analytical, and problem-solving skills.

• Excellent communication, customer service, and interpersonal skills.

• Ability to work independently while collaborating effectively within a team.

Preferred Qualifications

• Experience with Active Directory (AD).

• Knowledge of Smart Hands & Eyes support.

• Experience with Asset Management and VIP Executive Support.

• Understanding of Microsoft Teams for Business, VPN, and mobile device support.

• Familiarity with ITIL processes and best practices.

What We’re Looking For

• Customer-focused professional with excellent communication skills.

• Logical thinker with strong analytical abilities.

• Self-motivated and capable of working in a fast-paced enterprise environment.

• Team player with leadership qualities and a proactive attitude.

If you are passionate about End User Computing and delivering outstanding IT support, we’d love to hear from you.