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Lead Helpdesk Engineer

TaniumKrakow, Poland (Hybrid)
Hybrid Full-time

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Experience Level

Manager

Qualifications

QualificationsAt least 5 years of relevant technical support experience, including a minimum of 2 years in a lead engineer position. Demonstrated problem-solving skills with expertise in supporting and troubleshooting Windows and macOS environments, including common productivity and collaboration tools. Hands-on experience with user and group management within Microsoft 365 and Active Directory environments. Familiarity with basic networking concepts such as DNS, DHCP, and VPNs.

About the job

This role operates under the Company’s hybrid work arrangement, requiring employees to be present in the Krakow Office on Fabryczna Street at least three days a week.

About the Role

The Lead Helpdesk Engineer will collaborate closely with a skilled team of IT and security professionals. This position offers the chance to expand your knowledge with cutting-edge technologies, including Tanium’s products.

The Lead Helpdesk Engineer plays a pivotal role in ensuring that our IT team and Tanium employees have the necessary access and resources to fulfill their objectives. The ideal candidate will thrive in a collaborative environment, providing support to our end-users while also contributing to the growth of our local IT team. Success in this role requires a commitment to quality and excellence.

Key Responsibilities

  • Act as the escalation point for hardware, software, network, and system-related issues.
  • Diagnose and troubleshoot issues across endpoints, operating systems, identity and access, SaaS applications, and basic networking.
  • Assist in building and developing a local team of engineers focused on enhancing the technology experiences of employees worldwide.
  • Establish ticket triage standards, prioritization protocols, and escalation paths.
  • Ensure consistent troubleshooting methodologies and high-quality ticket resolution in line with Service Level Agreements (SLAs).
  • Maintain and optimize daily helpdesk operations and queue management.
  • Create and update knowledge base articles, identifying documentation gaps and leveraging documentation as an operational tool.
  • Provide technical guidance and mentoring to helpdesk engineers.
  • Serve as a local resource for supporting engineering environments with assistance from global counterparts.
  • Collaborate with other leaders to identify automation opportunities, conduct tool assessments, and develop strategies for operational enhancements.
  • Communicate ongoing issues, capacity challenges, and lead root cause analyses for systemic problems.
  • Participate in operations and incident reviews as well as strategic planning sessions.

About Tanium

Tanium is a leading endpoint management and security platform that empowers organizations to manage, secure, and protect their IT infrastructure with unparalleled visibility and control.

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