L1 Service Desk Technician - Smart City

Hey! Nice to see you!

At Incubly, we believe that great people want to work with great people, so we started building a company that would attract great minds and allow us to achieve everything without feeling like we're just working, but rather having fun. Our mission is to mainly support tech companies and startups (scaleups) in fast, high-quality scaling up of their teams and boosting their product development, testing, and deployment so that we can succeed together.

We are currently looking for a Service Desk Technician to join our client's support team. You will be the first point of contact for customers, taking ownership of reported incidents and requests, providing technical support, and ensuring a high level of customer service.

You’ll work closely with customers, partners, suppliers, and internal teams to troubleshoot issues, coordinate resolutions, and continuously improve support processes and services. The role is ideal for someone who combines a customer-oriented approach with a technical mindset and enjoys solving problems in a dynamic environment.

Your daily responsibilities:

• Monitor the Service Desk queue and log and manage incidents and service requests received through various communication channels.

• Take ownership of assigned incidents and ensure appropriate action is taken to meet agreed SLAs.

• Keep customers and colleagues informed about the progress of support cases by telephone, e-mail, or portal, and request additional information when required.

• Contact third-party suppliers and support teams to log incidents, obtain updates, and coordinate technical assistance.

• Perform remote diagnostics, system checks, and basic fixes when handling customer incidents.

• Troubleshoot, diagnose, and resolve technical issues or assign them to the appropriate team for further investigation.

• Regularly update open tickets and maintain accurate information in ITSM tools.

• Perform system administration tasks and proactive daily system checks.

• Support internal back-office systems, including mobile payment solutions.

• Assist with customer and internal report generation, including managing users and passwords.

• Contribute to Knowledge Management by creating and maintaining technical documentation.

• Assist with ad hoc activities related to implementation projects, support projects, and support administration.

• Build strong relationships with customers, partners, suppliers, and internal colleagues.

• Provide remote support as part of a team operating between 05:30 and 23:30, Monday to Sunday.

• Contribute to product improvements by identifying and reporting software bugs.

• Recommend changes to systems and processes to help improve the quality and efficiency of support services.

• Provide technical support and expertise to other departments, including Sales, Projects, Engineering, and Field Services.

We need you to have:

• A customer-oriented approach and a strong focus on delivering excellent service.

• General technical knowledge and familiarity with Microsoft applications.

• Basic knowledge of Microsoft Windows operating systems.

• Strong written and verbal communication skills.

• The ability to explain technical issues and solutions clearly to people with different levels of technical knowledge.

• Good analytical and problem-solving skills, with the ability to follow established processes.

• A technical mindset and a willingness to continuously develop your technical skills.

• The ability to quickly learn and work with both industry-standard and bespoke software.

• The ability to understand customers’ operational requirements and translate them into appropriate support actions.

• Previous experience in a Service Desk or Customer Support environment is an advantage, particularly around 1 year of experience.

• Knowledge of ITIL and its objectives is an advantage.

• Good command of English, both written and spoken.

Core skills:

• Excellent customer service and interpersonal skills.

• Strong communication and active listening skills.

• Analytical and structured approach to problem-solving.

• Ability to communicate technical concepts to both technical and non-technical users.

• Ability to work effectively within defined processes and procedures.

• Strong technical aptitude and willingness to learn.

• Ability to quickly become proficient in new software and systems.

• Proactive, solution-oriented, and customer-focused approach.

Our offer:

In addition to a great company and challenging projects, we can offer much more, i.e.

• Opportunity to work in a customer-focused technical support environment.

• Exposure to a wide range of systems, technologies, and customer scenarios.

• Collaboration with internal teams, external partners, and technical suppliers.

• Monthly remuneration offered: 7.000 - 8.000 zł gross/ month on the Employment Agreement or 450- 500 zł net/day on a B2B Contract