Job Description

We are seeking a skilled and customer-focused Remote Desktop Support Specialist to join our IT support team. In this role, you will provide remote technical assistance to users experiencing software, hardware, or network-related issues. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a commitment to delivering high-quality support in a timely manner.

Work Environment:

• Shifts between 7am-5pm or after-hours support as required
• Hybrid – from Gdańsk, 2 days from home and 3 days from the office

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Key Responsibilities:

• Provide remote support for desktop, laptop, and mobile devices, including troubleshooting hardware and software issues.

• Assist with operating systems (Windows, macOS, Linux), standard office applications, and specialized software.

• Handle network-related issues, including VPN access, connectivity problems, and basic firewall configurations.

• Use remote desktop tools to diagnose and resolve technical problems.

• Guide end-users through step-by-step troubleshooting processes to resolve issues.

• System Maintenance:

• Assist with software installations, updates, and system configurations remotely.

• Monitor and maintain end-user systems to ensure optimal performance.

• Record and track support requests using a ticketing system.

• Create and maintain knowledge base articles for recurring issues and common procedures.

• Customer Service:

• Communicate effectively with non-technical users to understand and resolve their issues.

• Escalate unresolved issues to higher-level support teams when necessary.

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Qualifications & Skills:

• 2 years - 3 years of experience in a service desk or technical support role
• English on at least B2 level – mandatory
• Italian on at least B2 level – mandatory
• Proficiency in Windows, macOS, and Linux operating systems.
• Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Remote Desktop Protocol).
•  Knowledge of basic networking concepts and troubleshooting (DNS, DHCP, VPN, Wi-Fi).
•  Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
•  Strong problem-solving and analytical skills.
•  Excellent written and verbal communication.
• Patience and ability to guide non-technical users effectively.
• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
•  Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.

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What we offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)
• Premium medical services for employees and family members (Luxmed)
• Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund
• Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
• Integration and cultural events for employees
• Reward and recognition programs for high performers
• Employee Referral bonuses
• Relocation assistance: accommodation, travel, and other covered expenses
• Friendly and inclusive company culture

Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

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