Care Center Analyst (1st and 2nd line)


Key responsibilities:

  • Provide level 1 and level 2 support for users via phone, email, and ticketing system
  • Support remote users using desktop management tools.
  • Troubleshoot and resolve problems with end user equipment and software.
  • Support latest Windows/Mac operating systems.
  • Diagnose and resolve complex end user support issues.
  • Escalate issues to appropriate teams within IT as needed.
  • User account provisioning and maintenance.
  • Supervise the onboarding service including provisioning of hardware and access for users prior to their start date.
  • Manage incoming help tickets and assign appropriately.
  • Create and maintain documentation as it relates to end user systems, support and processes.
  • Assist with maintaining end user inventory of equipment.
  • Perform other related duties and participate in special projects as needed.



  • Demonstrated skills in working tickets and user requests both from start to finish with a high level of customer service and communication.
  • Strong technical background in both PC (Win 7/10) and Mac (OS 10.10.x through 10.13x).
  • Strong proficiency in Microsoft Office Suite (Office, Outlook, Visio, Project).
  • Experience with various hardware including PCs, Macs, printers, peripherals, smartphones, and A/V equipment.
  • Administering user and computer accounts within Active Directory.
  • Experience using and troubleshooting VPN for remote connectivity.
  • Solid understanding of varying IT software and hardware platforms.
  • Experience with remote management solutions:  Systems Center Configuration Manager (SSCM), Altiris, Tanium etc.
  • Administering office telephony equipment and services.
  • Understanding of LAN/WAN and networking protocols.

We offer:

  • The opportunity to work in a newly formed team.
  • The ability to join the growing SSC structure.
  • Being part of the global structure.
  • Cooperation with prestigious companies from the financial and stock market sectors.
  • Contract of employment, life insurance, private medical care.
  • Parking place.
  • Work according to the Polish labor law.



Care Center Analyst (1st and 2nd line)