Infrastructure Support Engineer

Role description ***Contract Duration: ~***November 2026 – February 2027

Location: Poland

Role Overview:

The 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. The 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. Key Responsibilities:

• Provide 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.
• Provide Day 1 IT onboarding support and follow-up assistance for new employees.
• Support site-specific communication channels and respond to end-user support requests.
• Maintain relevant technical documentation and Knowledge Base articles.
• Support onsite IT activities, including Tech Café operations and ad-hoc site audits.
• Collaborate with cross-functional IT teams and vendors to resolve complex incidents and service issues.
• Work in accordance with established service-level targets, including:
  • Deskside MTTR: 95%
  • Depot & New Hire MTTR: 99%
  • CSAT: 4.85/5
• Follow all applicable site access, security, and safety procedures.

Required Skills & Experience:

• Hands-on experience in Infrastructure Support, Desktop Support, Deskside Support, or End-User Computing.
• Strong troubleshooting experience with Windows PCs and macOS devices.
• Experience 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 Infrastructure Support | Desktop Support | End-User Support | Windows | macOS | ServiceNow | Incident Management | ITIL | CMDB | MDM | Hardware & Software Troubleshooting | Asset Management | Customer Support

Skills

Customer Support, Incident Management, Infrastructure Support

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.