IT Service Desk Engineer L1

Capital.com
Warsaw
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Clear communication","Proactive improvement suggestions","Thorough troubleshooting","Ticket prioritization","Knowing when to escalate"]

Log, triage, and resolve first-line IT requests and incidents within SLAs, including endpoint, OS, application, and access issues. Use troubleshooting checklists and internal documentation to resolve common hardware, software, connectivity, and recurring problems while supporting full laptop and mobile device lifecycles via MDM. Manage access administration in Okta and Google Workspace, maintain Jira Service Desk tickets in Jira/Service Management, and document evidence for escalations.

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FursaFursa
Capital.com
Capital.com
4 days ago

IT Service Desk Engineer L1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Log, triage, and resolve first-line IT requests and incidents within SLAs, including endpoint, OS, application, and access issues. Use troubleshooting checklists and internal documentation to resolve common hardware, software, connectivity, and recurring problems while supporting full laptop and mobile device lifecycles via MDM. Manage access administration in Okta and Google Workspace, maintain Jira Service Desk tickets in Jira/Service Management, and document evidence for escalations.
Location: Warsaw
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Log, triage, and resolve first-line IT incidents and requests within agreed SLAs, escalating out-of-scope items to L2/L3 or management.
  • •Troubleshoot common hardware, software, OS, and connectivity issues using checklists and internal documentation; flag recurring problems for root-cause fixes.
  • •Support the full device lifecycle (staging, configuration, enrollment, deployment, recovery) for laptops and mobile devices via MDM while following security and compliance requirements.
  • •Perform day-to-day access administration in Okta and Google Workspace (provisioning/deprovisioning, permissions, password management) following least-privilege procedures.
  • •Manage a ticket queue in Jira Service Desk, prioritize by urgency and impact, confirm resolution with users, and gather/document evidence before escalation.

Pay and Benefits

Perks:Health InsurancePensionPaid LeaveRemote WorkVolunteer Days

Key Requirements

  • •1-3+ years in a Service Desk/first-line IT support role (or equivalent helpdesk exposure).
  • •Working knowledge of troubleshooting hardware, Windows/macOS, business applications, and basic connectivity using structured methods (checklists/runbooks).
  • •Exposure to basic Google Workspace administration and at least one MDM platform (ManageEngine, Jamf, Intune, Kandji, or equivalent).
  • •Familiarity with Okta (or comparable identity provider) and least-privilege access principles.
  • •Comfort using AI-assisted tools for troubleshooting and documentation, with judgment to verify before acting.
Experience:1+ yearsIT supportService desk
Skills:Clear communicationProactive improvement suggestionsThorough troubleshootingTicket prioritizationKnowing when to escalate
Tech Stack:Jira Service DeskJiraConfluenceOktaGoogle WorkspaceMDMManageEngineJamfIntuneKandjiWindowsMacOSTCP/IPDNSDHCPVPNCopilot

Company Brief

Capital.com
Operates an online trading platform offering CFDs, forex, commodities, indices and cryptocurrencies to retail investors and traders, combining market access with educational content, analytics, and AI-driven insights for informed trading decisions.
Industry: Trading Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
WebsiteLinkedIn