Service Desk Technician – OneRail Technology Hub - Krakow, Poland

Krakow, Poland

Full Time

OneRail Technology Hub - Poland

Experienced

OneRail is a technology company innovating solutions for multi-modal delivery. We have built and continue to develop a delivery orchestration platform that connects shippers to an extensive courier ecosystem to automate, optimize, and control the entire delivery supply chain, from the demand signal to the proof of delivery.

Our OmniPoint SaaS platform uses proprietary algorithms and artificial intelligence to power efficient same-day delivery programs for major companies like Lowe’s, Pepsi, American Tire Distributors, and Advance Auto Parts.

We are seeking a friendly and motivated Service Desk Technician to join our team. In this role, you will serve as the first point of contact for our internal workforce, providing essential technical support and exceptional customer service. You’ll primarily handle common issues related to desktop hardware, software, and Microsoft 365 applications, escalating more complex tasks to senior team members. This position offers an excellent opportunity to build foundational IT and security skills, as you’ll collaborate with colleagues on broader initiatives and learn industry best practices. Success in this role can open doors to additional responsibilities and career growth within our organization, making it a perfect starting point for those interested in information security or information technology.

Key Responsibilities:
End-User Support

Serve as the first point of contact for basic desktop, laptop, and mobile device issues.
Handle common tasks such as password resets, software installations, and troubleshooting peripherals (e.g., printers, monitors).

Service Desk Operations

Monitor and respond to incoming tickets, phone calls, and emails.
Provide timely follow-up, log all interactions, and ensure users stay informed on ticket status.
Escalate more complex technical issues to Tier 2 or Tier 3 teams when necessary.

Basic Network & Connectivity Assistance

Offer initial troubleshooting for wired and wireless network issues (checking cables, basic Wi-Fi connectivity).
Gather pertinent details before escalating to higher-tier support.

User Account Management (Basic)

Assist with account setups and password resets within Microsoft 365 or other systems.
Handle common user-access requests under established guidelines.

Customer Service & Communication

Maintain a courteous and empathetic approach when dealing with end users.
Provide clear explanations and guidance for non-technical individuals.
Keep stakeholders updated on timelines and resolutions.

Documentation & Knowledge Base

Accurately document troubleshooting steps, resolutions, and user interactions in the ticketing system.
Contribute to an internal knowledge base by documenting frequently asked questions and solutions.

Collaboration & Escalation

Coordinate with Tier 2/3 teams on advanced issues, ensuring a smooth handoff with complete ticket details.
Follow established escalation procedures for unusual or critical incidents.

Equipment Setup & Maintenance (Basic)

Assist in unpacking, connecting, and testing new hardware (desktops, laptops, monitors).
Perform routine checks, such as verifying device functionality and updating basic software.

Requirements:

2+ years of experience in an IT support or help desk environment is advantageous, though motivated entry-level candidates with relevant coursework or certifications are also considered.
Basic Troubleshooting of Windows/macOS environments (software installation, OS updates, simple networking checks).
Familiarity with Microsoft 365 (password resets, user account management) and common productivity software (e.g., Office apps).
Exposure to remote support tools or ticketing systems is preferred.
General understanding of basic networking concepts (Wi-Fi connectivity, checking cables, IP configuration).
Strong Communication Skills: Clear written and verbal communication to document tickets and explain solutions.
Team Player: Able to collaborate and escalate appropriately to Tier II/III teams.
Time Management & Organization: Capable of juggling multiple tickets while prioritizing effectively.
Proven ability to troubleshoot common end-user issues (password resets, printer problems, software errors) and document solutions.
Advanced proficiency in English, both written and spoken (B2+).

Not sure if you have enough experience to meet the challenge, but still willing to learn and join our team? Send us your application and we will be happy to talk about the possibilities. Think big!

Why Join OneRail Poland?

Innovation at its Core: Work on industry-leading technology that is shaping the future of logistics.
Career Growth: Opportunities for professional development and career advancement.
Collaborative Culture: Join a team of talented engineers and industry experts.
Exciting Challenges: Solve complex problems and contribute to impactful projects.
Flexibility: We offer a flexible hybrid work style and flexible employment types to suit your needs, ensuring a work-life balance that works for you.
Competitive Compensation: Attractive salary and benefits package: private medical care, group life insurance, cafeteria platform with multisport, pension plan (PPK) with additional premium on employer side, unlimited PTO

Office location: Kraków, Poland
Work Style: hybrid (3-4 days from the office preferred)
Salary Range: 10 000 – 14 000 PLN/ month
Take the next step in your career and become a part of OneRail’s exciting journey!

About OneRail

OneRail is a leading omnichannel fulfillment solution pairing best-in-class software with logistics as a service to provide dependability and speed to help businesses meet their delivery promise. With a real-time connected network of 12 million drivers, OneRail matches the right vehicle for the right delivery so brands lower expenses and increase capacity to rapidly scale their businesses. This people-plus-platform approach features a 24/7 USA-based exceptions team who maintain a 98% on-time delivery rate. By optimizing fulfillment processes, reducing costs and improving order accuracy with store-shelf-to-doorstep visibility, OneRail is committed to empowering clients and improving the customer experience.

OneRail was named to the Deloitte Technology Fast 500™ two years in a row, was ranked 19th in the 2025 FreightTech 25, named for the fifth year in a row to the FreightTech 100, was honored as one of Inc. magazine’s Best Workplaces 2023, was listed on Forbes’ lists of America’s Best Startup Employers for the last three years, was named to the Inc. 5000 two years in a row and was selected as the Last Mile Company of the Year for the 2024 SupplyTech Breakthrough Awards. To learn more about OneRail, visit OneRail.com.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Who referred you to this position? Enter their first and last name here.

LinkedIn Profile URL:

Website, blog or portfolio:

Earliest start date?*

To help us assess your alignment with the role’s location requirements (e.g., hybrid/in-office expectations), please indicate where you currently reside (city and country).*

To help us better understand your preferences and ensure alignment with the role’s requirements, please use the space below to answer the following:

A. Are there any work arrangements you are unable or unwilling to accommodate? (*required* — Please do not include medical or other sensitive personal information in your response)

B. What is your preferred work arrangement (e.g., hybrid, remote, in-office)? (*optional* — Please do not include medical or other sensitive personal information in your response)

C. Are there any special accommodations you wish to request? (*optional* — Please do not include medical or other sensitive personal information in your response)

Please note: Your responses will only be used to assess alignment with the specific role and its location requirements. Providing a preferred work arrangement or requesting an accommodation is entirely optional and will not negatively impact your application. All requests will be considered on a case-by-case basis.*

Because this Poland-based role involves collaboration with English-speaking teams in the U.S., it may require regular, proficient communication in English. As such, please indicate your spoken and written languages and your level of both spoken and written proficiency for each language indicated.”*

Please specify your expected monthly salary and your preferred form of cooperation (e.g., gross for an employment contract or net for a B2B arrangement).*

What is the length of the notice period necessary for you to provide to your current organization if you are offered employment with OneRail Poland Sp. z o.o.?*

Optional: Please use the space below should you wish to provide any additional position/job/industry-related experience or qualifications you’d like us to consider as part of your application. If you consent below, we may also consider this information in connection with future opportunities.

I understand that by submitting this application, I consent to the processing of my personal data by OneRail Poland Sp. z o.o. for the purpose of evaluating my qualifications for the position for which I am applying. If I choose not to provide this consent, my application will not be considered, and any data I have submitted will be deleted in accordance with data protection regulations.*

I consent to OneRail Poland Sp. z o.o. retaining my personal data for future recruitment processes beyond the role for which I am currently applying, for a period of 12 months.*

Human Check*

Submit Application

Thanks for visiting our Career Page. Please review our open positions and apply to the positions that match your qualifications.

Service Desk Technician – OneRail Technology Hub - Krakow, Poland

Apply for this position