Senior IT Support Specialist

Summary

Join First Connect, an insurtech startup, as a Senior IT Support Specialist. You will be responsible for internal IT operations, improving processes, managing vendor relationships, and providing high-touch technical support to international teams. This role involves acting as an escalation point for problem resolution, building a knowledge base, managing the hardware lifecycle, ensuring security compliance, and supporting employee onboarding/offboarding. You will be the go-to internal IT expert, handling major incidents and emergencies. The ideal candidate has 3-6 years of experience in IT support, strong customer service skills, and expertise with MacOS, Windows, and network fundamentals. The position offers flexible remote work, various benefits, and opportunities for professional development.

Requirements

• Have 3-6 years of experience in IT Support in a professional environment
• Are highly experienced with support ticket management and tracking
• Have a strong customer service, problem solving and teamwork abilities
• Are experienced in using a modern MDM to solve complex support needs
• Communicate clearly and professionally — both in English and Polish
• Possess in-depth technical expertise with MacOS and Windows
• Understand the network fundamentals (laptop connectivity, VPN, printing)
• Are familiar with managing SaaS applications via SSO
• Have experience with video conferencing solutions and support
• Are available to work in the afternoon hours, including occasional evening meetings due to U.S. time zone collaboration (we respect work-life balance but prioritize effective communication)

Responsibilities

• Provide a high touch, white glove approach to technical support for our employees
• Work closely with our outsourced IT support to ensure seamless service delivery
• Act as an escalation point to resolve a wide array of problems in a timely manner
• Oversee and participate in building a robust knowledge base for your peers and end-users
• Manage the hardware lifecycle from receiving new hardware and onboarding employees to repairs of damaged machines and upgrades
• Ensure compliance with security protocols including antivirus, firewalls, patch management, and two-factor authentication
• Support employee onboarding and offboarding from an IT perspective
• Act as the go-to internal IT contact — while day-to-day L1 support is typically handled externally, you’ll be our key in-house expert, ready to step in during major incidents or emergencies. Your flexibility and ownership mindset will be essential when things need urgent attention

Preferred Qualifications

Previous experience working in a startup or high-growth environment and understanding its unique IT needs

Benefits

• Salary 22 000 – 25 000 PLN + VAT on B2B or equivalent on the contract of employment
• Form of employment of your choosing
• Remote work & flexible working hours
• Paid sick leave
• Paid holidays
• Private medical care with dentists & orthodontists package for you and your family
• Group life insurance
• Psychotherapists support — free online sessions with psychologists and psychotherapists
• Home physiotherapy
• Multisport card & meditation apps reimbursed 50%
• Gear with Apple Logo and monitor
• 50% reimbursement for courses, conferences, books & certificates
• Free access to private language lessons
• 6 Personal Development Days & 4 Voluntary Days Off
• Cafeteria platform — extra “stówka”every month to spend on whatever you want to
• Nanny services for parents
• Concierge services – a personal assistant to help you to deal with your everyday matters
• Chill room with table football & PlayStation 5
• Free snacks, and ice cream in the office (every day, all year round!)
• Free Friday Lunch in the office
• Team building events — we party together several times a year during the annual Offsite & Christmas Parties, beer after work, or our #WinterEscapeMonth workation in Cyprus