IT Operations Support Specialist
Awareson Sp. z o.o.
Warsaw, Poland (Hybrid 2-3 days from office)
Central Europe Region
Full-time | B2B Contract
We are looking for an IT Operations Support Specialist (L1) to join an international IT Operations team supporting business users across the Central Europe region.
The team currently supports more than 600 employees across Sales, Finance, and Marketing departments and delivers IT solutions focused mainly on data analytics and reporting.
This role is a great opportunity for someone who enjoys working in a dynamic support environment, collaborating with international teams, and gaining exposure to modern data technologies such as Power BI and Databricks.
Your responsibilities
Handling and prioritizing incoming support tickets
Providing first-line technical support to business users
Troubleshooting common issues related to reporting platforms and IT services
Escalating complex incidents to Level 2 or specialized support teams
Monitoring ticket lifecycle from creation to resolution
Ensuring SLA compliance and proper communication with users
Maintaining accurate documentation and updating the internal knowledge base
Supporting users via ITSM platforms, email, and chat
Participating in daily operational and incident meetings
Collaborating closely with international IT teams
Supporting processes related to data quality and operational resilience
Tech stack & environment
Power BI
Databricks
Excel and local reporting solutions
ITSM / ticketing tools
International support environment
The team works with both global and local business data, including shipment and operational datasets, while also supporting local reporting processes and business analytics solutions across 10 countries in Central Europe.
Requirements
Experience in IT Support, Service Desk, or IT Operations (L1)
Strong communication and customer support skills
Ability to troubleshoot and prioritize incidents effectively
Experience working with ticketing systems / ITSM tools
Good understanding of Microsoft environments and reporting tools
Fluent Polish and communicative English
Strong organizational skills and attention to detail
Proactive attitude and willingness to learn
Nice to have
Experience with Power BI or Databricks
Basic SQL knowledge
Experience supporting reporting or analytics platforms
Understanding of SLA-driven environments
What we offer
Hybrid work model in Warsaw
International and multicultural environment
Opportunity to work with modern data and analytics technologies
Stable long-term cooperation
Access to knowledge-sharing initiatives and trainings
Exposure to advanced reporting and data solutions
Collaborative and supportive team culture
About the team
Team Lead based in Poland
International team members from multiple countries, including India and Kazakhstan
Daily operational meetings and active knowledge sharing
Around 30 people in the broader IT organization
Current team members are transitioning toward more advanced L2 responsibilities, creating growth opportunities within the support structure
Recruitment process
Introductory call
Technical / operational interview
Final client meeting
Offer