Junior IT Support Engineer at AirHelp · Kraków

Junior IT Support Engineer

AirHelp is a global travel tech company on a mission to make every journey smoother. We built our name helping millions of travellers claim the flight compensation they're owed - and that's now the foundation of a broader platform of travel protection and convenience products spanning the entire journey.

We are looking for a customer-centric Junior IT Support Engineer to join our internal IT Support team. In this role, you will be the frontline champion ensuring that hundreds of AirHelpers around the globe have the hardware, software, and technical assistance they need to keep our business running seamlessly.

This is a role where your problem-solving skills directly affect the productivity and satisfaction of our global team. Whether onboarding new colleagues, troubleshooting hardware and software issues, or optimizing internal tooling, you will play a crucial role in building a reliable, secure, and modern workplace environment.

Salary range: 6000 - 9000 PLN gross/month

This is a hybrid role based in Kraków.

What can you expect from us:

• Opportunity to make an immediate impact: support a tech-first, fast-paced international environment with modern IT tools and cloud architecture.
• Continuous learning & growth: direct mentorship from senior IT professionals, access to certification budgets, and hands-on exposure to enterprise systems (SaaS, identity management, MDM, cloud infrastructure).
• Culture of autonomy and support: a high-trust, collaborative atmosphere where initiative is encouraged and process improvements are always welcome.

What you'll achieve

• First-line Technical Support: Act as the primary point of contact for internal user requests via Jira Service Management and Slack, providing fast, empathetic, and effective troubleshooting.
• User Lifecycle Management: Manage seamless onboarding and offboarding processes, including provisioning laptops, creating system accounts, assigning access rights, and configuring software profiles.
• Hardware & Asset Administration: Maintain accurate asset inventory (MDM, inventory software), handle device lifecycle logistics (shipping, repair, refurbishing), and ensure hardware readiness across offices.
• Office Infrastructure Support: Troubleshoot day-to-day office IT infrastructure issues, including AV systems in meeting rooms, local Wi-Fi/networks, and printer configurations.
• Security & Compliance: Enforce internal cybersecurity policies (MFA, password hygiene, device encryption, zero-trust principles) across all employee devices.
• Documentation & Self-Service: Maintain clear internal IT knowledge base articles (Confluence) and user-facing guides to empower self-service troubleshooting across the organization.

Requirements

• Relevant Background: 1+ years of experience in first-line IT Support, Helpdesk, or Desktop Support (or a relevant academic background in Computer Science/IT with strong hands-on project experience).
• System Familiarity: good understanding of macOS environments, common peripheral setups, and basic networking principles (TCP/IP, DNS, VPNs, DHCP, Wi-Fi).
• Identity Experience: hands-on exposure or familiarity with Google Workspace, Microsoft 365 or Okta administration.
• Customer-Centric Mindset: strong problem-solving instincts paired with patience, empathy, and a strong drive to deliver an exceptional internal employee experience.
• Ownership & Initiative: curiosity to learn new technologies, proactive follow-through on open issues, and a desire to automate repetitive tasks where possible.
• Communication Skills: fluent written and spoken English (B2/C1+) - you will support international team members daily across multiple time zones.

Why AirHelp?

Fast Impact: High visibility across the company - your daily work directly keeps the team productive and secure.

Autonomy: High trust, zero politics. We hire problem solvers, not order takers.

Growth: Personal development budget, learning days, certification support, workshops, and language classes.

Perks: Private healthcare, wellness budget, travel stipend, gym/transport subsidy, free access to AirHelp services, and more.

At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 3.3 million passengers in receiving their rightful compensation, and we've protected over 15 million travelers through our membership program, TravelPass. With a global team of over 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA.

And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals.

Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!