{"id":3522386,"url":"https://alion.io/job/ust-infrastructure-support-engineer","title":"Infrastructure Support Engineer","company":{"id":1774626,"name":"UST","domain":"ust.com","url":"https://alion.io/company/ust-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":{"grade":"B","score":75,"open_postings":116,"ghost_share":0,"stale_share":0.991,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-10-31T05:58:55Z"}},"role":"DevOps","role_family":"DevOps","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Krakow, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-30T12:42:40Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-01T00:17:25Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Contract Duration: ~November 2026 – February 2027\nLocation: Poland\nRole Overview:\n\nThe Infrastructure Support Engineer provides on-site IT support to ensure a reliable and positive end-user experience. The role supports hardware, software, applications, mobile devices, and workplace IT infrastructure across Windows and macOS environments.\nThe engineer acts as a key point of contact for end users, working closely with client teams, vendors, and other IT support functions to resolve incidents, maintain accurate asset information, and support day-to-day IT operations.\nKey Responsibilities:\nProvide hands-on technical support for desktops, laptops, printers, mobile devices, applications, and peripherals across Windows and macOS environments.Install, configure, troubleshoot, and maintain end-user hardware and software.Diagnose hardware, software, application, access, and device-related issues and provide appropriate resolutions.Manage incidents and service requests through ServiceNow, ensuring accurate and timely ticket updates in line with ITIL practices.Maintain accurate asset information within ServiceNow CMDB, MDM, and related asset-management systems.Perform regular asset audits and ensure device and inventory records remain accurate.Manage loaner and emergency IT equipment held at the supported location.Coordinate IT setup and equipment delivery for new hires, temporary employees, and interns.Liaise with hiring managers, suppliers, HR teams, and other stakeholders regarding equipment orders, delivery status, and onboarding requirements.\nProvide Day 1 IT onboarding support and follow-up assistance for new employees.\nSupport site-specific communication channels and respond to end-user support requests.\nMaintain relevant technical documentation and Knowledge Base articles.\nSupport onsite IT activities, including Tech Caféé operations and ad-hoc site audits.\nCollaborate with cross-functional IT teams and vendors to resolve complex incidents and service issues.\nWork in accordance with established service-level targets, including:Deskside MTTR: 95%\nDepot & New Hire MTTR: 99%\nCSAT: 4.85/5\n\nFollow all applicable site access, security, and safety procedures.\nRequired Skills & Experience:\nHands-on experience in Infrastructure Support, Desktop Support, Deskside Support, or End-User Computing.\nStrong troubleshooting experience with Windows PCs and macOS devices.\nExperience supporting laptops, desktops, printers, mobile devices, applications, and peripherals.Practical experience working with ServiceNow or a similar IT service management platform.Understanding of Incident Management and ITIL practices.Experience with IT asset management, inventory control, CMDB, and device-management processes.Experience supporting employee onboarding and workstation/device setup.Strong customer-service and communication skills.Ability to troubleshoot technical issues independently and coordinate resolution with multiple teams.Ability to manage multiple priorities in a fast-paced support environment.Proactive, collaborative, and customer-focused approach.Key Skills\nInfrastructure Support | Desktop Support | End-User Support | Windows | macOS | 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