Lead Helpdesk Engineer

Job description

This position follows the Company’s hybrid schedule which currently requires employees to work in the Krakow Office (Fabryczna Street) a minimum of three days per week. The Basics: This Lead Helpdesk Engineer will work directly with a talented team of IT and security professionals. This role will also have the opportunity to learn new technologies, including Tanium’s products. The Lead Helpdesk Engineer is crucial to ensuring that IT and Tanium’s employees have the access and resources to complete their mission. The right candidate will enjoy working closely with our end-users, while also helping to build out our local IT team in the region. A successful candidate will also enjoy working for a company that is focused on quality. What you'll do: - Serve as the escalation point for hardware, software, network, and system issues - Troubleshoot across endpoints, operating systems, identity and access, SaaS tools, and basic networking - Help build a local team of engineers focused on supporting and improving employee technology experiences globally. - Own ticket triage standards, prioritization guidelines, and escalations paths - Ensure consistent troubleshooting approaches and high-qua...