Tech Support Engineer (helpdesk, L1)

InPost Group is an innovative European out of home deliveries company, revolutionizing the way parcels are delivered to customers. With operations across several countries, our network of intelligent lockers provides customers with a fast, convenient, and secure delivery option. InPost Group is a publicly traded company, with a market capitalization of about $5 billion as of March 2023. With over 30,000 employees worldwide, InPost Group is one of the largest out of home delivery providers in Europe, committed to providing sustainable and efficient delivery solutions to meet the evolving needs of customers in today's rapidly changing landscape.

As a Tech Support Engineer in the Helpdesk team, you will provide first-level technical support for hardware, software, and network-related issues across offices and remote locations. Your focus will be ensuring seamless IT operations by troubleshooting devices, managing office IT infrastructure, and assisting users with essential system access and configurations.

This role is hands-on and user-facing, supporting day-to-day IT needs while collaborating with Windows Admins, Networking, and other IT teams for escalations.

Responsibilities:

• Act as the first point of contact for IT-related requests, providing on-site and remote support for hardware and peripherals (laptops, desktops, tablets, printers, mobile devices).
• Diagnose and troubleshoot hardware failures and coordinate with the Hardware Asset Management team for repairs and replacements.
• Install, configure, and maintain Windows/macOS devices, ensuring compliance with company IT policies.
• Perform basic software installations, patches, and updates (coordinating with Windows Admins where needed).
• Maintain and troubleshoot office IT equipment, including video conferencing systems, digital signage (MagicInfo), and printers.
• Ensure proper IT onboarding by providing new employees with initial system setup, documentation, and introductory training.
• Assist users with Multi-Factor Authentication (MFA) resets, VPN access issues, and network connectivity troubleshooting.
• Create and manage guest Wi-Fi accounts, and oversee secure remote access.
• Triage and prioritize tickets related to end-user hardware, network, and software issues.
• Maintain detailed records of troubleshooting steps and resolutions in the ITSM ticketing system (JIRA, ServiceNow, etc.).
• Collaborate with Service Desk and infrastructure teams for escalations requiring deeper investigation.
• Communicate known issues and outages proactively to minimize user impact.
• Contribute to internal documentation and FAQs, ensuring end-users can troubleshoot common issues independently.
• Identify recurring problems and propose solutions to improve IT services and reduce incident rates.

• 1-3 years of experience in IT support, Helpdesk, or a similar role.
• Degree or certification in IT-related studies preferred.
• Strong Windows 10/11, and macOS troubleshooting skills.
• Knowledge of Active Directory for basic user account troubleshooting.
• Familiarity with networking concepts (IP configurations, VPNs, Wi-Fi connectivity issues).
• Experience with remote support tools (SCCM, JAMF, TeamViewer, etc.).
• Understanding of mobile device management (MDM) for iOS and Android (a plus).
• Excellent communication and interpersonal skills, with a strong customer service orientation.
• Ability to multi-task, prioritize, and work under pressure in a fast-paced environment.
• Proactive mindset with a willingness to learn and continuously improve IT support processes.
• Proficiency in Spanish and English.
• Knowledge of Polish, French, or Portuguese is a plus.
• ITIL v4 Certification (a plus).

WHY THIS ROLE MATTER

The Helpdesk team is the frontline of IT support, ensuring employees can work without disruptions. From troubleshooting hardware and software to maintaining office IT infrastructure, this role keeps daily operations running efficiently. Without it, small tech issues could snowball into major productivity roadblocks, slowing down teams and impacting business performance. Your work directly enhances user experience, minimizes downtime, and keeps the organization moving forward.

Why InPost?

• Professional growth within the company.
• Excellent hybrid working environment.
• Chances to broaden your skill set and acquire new competencies.
• BH Bienestar platform for your well-being.
• Access to e-learning platforms.
• Flexible working hours (work between 8 am and 7 pm).