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.
