Lead Helpdesk Engineer

<p><em>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.</em></p> <p><strong>The Basics</strong></p> <p>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. </p> <p>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.  </p> <p><strong>What you'll do</strong></p> <ul> <li>Serve as the escalation point for hardware, software, network, and system issues</li> <li>Troubleshoot across endpoints, operating systems, identity and access, SaaS tools, and basic networking</li> <li>Help build a local team of engineers focused on supporting and improving employee technology experiences globally.</li> <li>Own ticket triage standards, prioritization guidelines, and escalations paths</li> <li>Ensure consistent troubleshooting approaches and high-quality ticket resolution against SLA</li> <li>Maintain and improve day-to-day helpdesk workflows and queue health</li> <li>Maintain and create knowledge base articles, identify documentation gaps, and use documentation as a primary operational tool</li> <li>Provide technical guidance and coaching to helpdesk engineers</li> <li>Act as local hands and eyes for supporting local engineering environments with support from global peers.</li> <li>Partner with other leaders to identify automation opportunities, conduct tool evaluations, and strategize on operational improvements</li> <li>Communicate recurring issues, capacity constraints, and lead root cause analysis for any systemic issues</li> <li>Participate in operations and incident reviews as well as strategic planning </li> </ul> <p><strong>We’re looking for someone with</strong></p> <ul> <li>Minimum 5 years of relevant technical support experience, with at least 2 years as lead engineer</li> <li>Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software.</li> <li>Hands-on experience with user and group management in Microsoft 365 and Active Directory environments.</li> <li>Familiarity with basic networking concepts such as DNS, DHCP, VPNs, and TCP/IP, with the ability to diagnose and resolve common connectivity and access issues.</li> <li>Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests.</li> <li>Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards.</li> <li>Practical knowledge of endpoint protection and MDM solutions, Tanium preferred</li> <li>Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms.</li> <li>Experience providing executive and VIP support. </li> </ul> <p><strong>About Tanium </strong></p> <p><span class="TextRun SCXW204325621 BCX0" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW204325621 BCX0">Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, ... (truncated, view full listing at source)