What are the responsibilities and job description for the Lead Helpdesk Engineer position at tanium?
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-quality ticket resolution against SLA
- Maintain and improve day-to-day helpdesk workflows and queue health
- Maintain and create knowledge base articles, identify documentation gaps, and use documentation as a primary operational tool
- Provide technical guidance and coaching to helpdesk engineers
- Act as local hands and eyes for supporting local engineering environments with support from global peers.
- Partner with other leaders to identify automation opportunities, conduct tool evaluations, and strategize on operational improvements
- Communicate recurring issues, capacity constraints, and lead root cause analysis for any systemic issues
- Participate in operations and incident reviews as well as strategic planning
We’re looking for someone with
- Minimum 5 years of relevant technical support experience, with at least 2 years as lead engineer
- Proven problem-solving capabilities with expertise in supporting and troubleshooting both Windows and macOS environments, including common productivity and collaboration software.
- Hands-on experience with user and group management in Microsoft 365 and Active Directory environments.
- 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.
- Experience using ticketing systems (ServiceNow preferred) to document, track, and close support requests.
- Exposure to cybersecurity fundamentals, including secure endpoint management, vulnerability management, and compliance standards.
- Practical knowledge of endpoint protection and MDM solutions, Tanium preferred
- Experience supporting remote users, SaaS-based productivity suites, and cloud identity management platforms.
- Experience providing executive and VIP support.
About Tanium
On a mission. Together.
At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.
As a global organization with stakeholders around the world, it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things.
Our commitment to excellence and innovation has earned us a place on the Forbes Cloud 100 list for ten consecutive years, and we continue to be recognized worldwide as a great place to work.
Taking care of our team members
Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.
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