IT Support Engineer (Hybrid)

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. We're a team of 800+ employees, working remotely across 28 countries. Our flagship products include: JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.

Here you can read some of our customer stories: https://appfire.com/resources/resource-library/customer-stories

Job Purpose and Overview 

We are looking for a full-time IT Support Engineer. You will work with a team of highly skilled engineers to manage laptop support, infrastructure, and many corporate applications as part of our IT operations team. In this role, you will deal with support activities on multiple operating systems and a variety of technologies, including the administration of device management tools as well as security & network devices. You will work with team members across the globe and provide key on-site services in our Warsaw office.

You will be part of a corporate IT Support team that provides a wide variety of services to our employees, allowing you ample opportunity to gain valuable insight into the company as a whole, broaden your skills, and grow your career.

IT Operations

The IT Operations team plays a foundational role in Appfire's growth by building, maintaining, and supporting our IT enterprise systems and infrastructure. Comprised of the IT Support, and IT Infrastructure teams, the IT Operations department directly impacts all of Appfire's employees by helping them get a fast resolution to internal issues, and ensuring continuous scalability to support our rapidly growing company.

What you will do:

• Provide occasional L2 ticket-based support for employees seeking access, reporting problems, etc. on internal server-based and cloud-based applications, ensuring they are resolved per published SLAs and escalated to L3 support resources if needed.
• Manage employee onboardings, laptops for their up-to-date OS, MDM, hard disk encryption & antivirus installations, and troubleshooting issues
• Maintain Office Network infrastructure (wi-fi, access points & chrome casts) and coordinate with ISP teams for resolutions
• Monitor applications and systems with the help of alerts and other monitoring tools to ensure overall health
• Monitor scheduled jobs to ensure they run successfully and on time
• Maintain the configurations on Routers, firewalls, network switches, and IP telephony
• Provide resolutions on the issues relating to Office IT infrastructure and maintain them
• Ensure domain registrations, SSL certificates, and product licensing is up-to-date for all systems
• Perform installations, configurations, upgrades, migrations, and consolidations of applications.
• Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time
• Use, write, and maintain KB articles for documentation.

What you will need:

Required

• 3+ years' experience providing L1/L2 support via a ticketing system.
• 2+ years' hands-on experience in laptop support, preferably both on Macintosh & Windows OS
• 1+ years' hands-on experience in providing application support on applications such as Google Workspace, Slack, and Zoom.
• Good written and oral communication skills in English, including spelling and grammar.
• Good ability to work within a mature support process.

Preferable:

• Experience in shell scripting, Python, or command line (CLI) tools
• Experience with Atlassian products is an advantage.
• Experience in Public Cloud Technologies - AWS, GCP, Azure etc
• 1+ years' hands-on experience as a Linux system administrator, including a basic understanding of the Linux file system, DNS, and SSL.
• 1+ years' hands-on experience in Network administration

What do we offer:

Location: Warsaw

Equity

Every Appfire team member is eligible for company equity, fostering a true sense of ownership and connection to our growth.

Paid time off

26 paid vacation days annually, regardless of tenure.

Wellness Days - one fully paid day off each month for an unplanned emergency, rest, or recovery needs available on an ad-hoc basis (not carried over month-to-month).

Training and personal development 

Grow with Appfire University - our custom, on-demand learning platform designed to support your continuous development.

Private Healthcare

Fully covered Luxmed private healthcare plan. You can extend coverage to your partner or opt for additional upgrades tailored to your needs. Life insurance provided by UNUM and fully paid by Appfire.

MyBenefit Platform

150 PLN per month to spend on a Multisport card or on a variety of experiences such as shopping, restaurants, and entertainment.

Home Office Allowance

200 PLN net per month added to your salary to support your electricity and internet costs while working remotely.

Lunch Card

300 PLN monthly for groceries or dining out, available via a virtual pre-paid Pluxee card (Google Pay or Apple Wallet). 

Volunteering

Every employee receives 3 fully paid days each year to participate in our Corporate Social Responsibility (CSR) program supporting local communities.

Flexibility that fits how you work best

The role is fully remote within Poland, with the option to work from our Warsaw office, if you prefer an on-site setting or simply enjoy stopping by the office from time to time. 

Market recognition

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Equal Employer Opportunity (EEO)  

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.