Junior Deskside Support Engineer (with Polish and English)

We are seeking a highly motivated and ambitious individual to join our Team as a Junior Deskside Support Engineer.

About us:

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.

Secret Escapes operates a flexible working policy and have core hours of 10am-4pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a ‘Work from Anywhere’ policy, so you can work from anywhere in the world for up to 4 weeks each year!

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!).

The role is based in Poland but will be cooperating with the Team based in Warsaw, London, Amsterdam and Berlin.

The Role:

You will be responsible for the support within end-user computing experience across multiple European locations, including the UK, Germany and Poland, supporting over 500 employees. This role plays a crucial part in ensuring our employees have the tools and technology they need to be productive, efficient and secure in their daily work.

Things you will be working on:

Troubleshooting User Issues:

• Provide support for user problems with computers, software, and network connectivity.

• Assist with diagnosing and resolving common technical issues remotely or in person.

Software Installation and Updates:

• Install and configure software applications.

• Ensure regular software updates and upgrades for users.

Hardware Issue Reporting:

• Identify and report hardware problems (e.g., computers, printers).

• Escalate hardware issues to the next support level as needed.

User Account Management:

• Manage user accounts, including password resets and access permissions.

Ticket Management:

• Log support requests and track incidents in the ticketing system.

• Follow up on unresolved issues to ensure timely resolution.

Basic IT Maintenance:

• Monitor system health (e.g., disk space, antivirus) and perform routine maintenance.

User Assistance:

• Provide basic IT guidance to users and assist with training on common software.

Collaboration:

• Work with higher-level support teams for more complex issues and contribute to team improvements.

You will bring…

• Proficiency in Windows and macOS operating systems (Windows 10/11)

• Logical thinking and excellent problem diagnosis abilities

• Strong troubleshooting skills for both software and hardware issues

• Ability to break down complex problems into manageable steps and solutions

• Fluency in Polish and English

And you are:

• Possess excellent communication skills, both written and verbal

• Eager to learn new technologies and expand technical expertise

• Proactive in identifying potential issues and resolving them before escalation

• Capable of explaining technical concepts in simple terms to non-technical users

How the magic happens

This is an on-site role in our modern office in Warsaw. We will provide you with a contract of your choice  as well as a package of benefits including discounts on our products, anniversary credits, private medical care and Multisport card.