IT Specialist
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
IT Specialist
Why We Have This Role
Our team is a collection of extremely passionate engineers who are riding the cutting edge of cloud computing and web scalability. We organize and sort terabytes of data and develop solutions used by millions of users every day. We design tools that make sophisticated research simple. Our teams are empowered to choose technologies that are best to solve each problem. In our collaborative culture, you find plenty of opportunities to impact our full-stack product; from Web & mobile UI to data visualization & analysis to microservices APIs to data storage & processing.
How You’ll Find Success
The successful candidate will be responsible for providing internal customer support, troubleshooting and solutions related to end-user Mac and Windows computers, VoIP phone system, video conferencing solutions and other platforms and services. Implement, maintain and monitor performance and health of backend and infrastructure systems within the scope of work.
How You’ll Grow Qualtrics is a fast paced, dynamic environment where you will have the opportunity to build on and expand your experience through working on high impact projects, utilising cutting edge tools and technologies, troubleshooting challenging problems and working alongside like minded and driven technical professionals. Things You’ll Do- Operate laptop and desktop lifecycle at Qualtrics in EMEA region by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- Operate computer peripherals provisioning process at Qualtrics in EMEA region by using the vendor(s) with matching capabilities selected in partnership with Procurement, following the global established process and improving it to match regional conditions.
- SQL analytics: being able to turn employee and IT incident and service request data in MySQL database into information useful for optimizing IT services
- Coding: able to interpret brief statements such as HTTPs API calls and write basic SELECT & SELECT with JOIN SQL statements
- Operate and troubleshoot automated processes for laptop configuration
- Manage equipment disposal and recycling in accordance with the current Information Security Policy and country-specific accounting practices.
- Manage IT Asset records, entering information about assets changing state into appropriate systems. Regularly monitor accuracy of asset records for APJ assets and take remedial action to improve accuracy and availability of recordkeeping. Respond to audit inquiries seeking evidence of compliance with audit control objectives.
- Be the primary SME for 1-2 regionally scoped services in the IT portfolio. A service is a tool IT operates in their line of business or a product IT administers for the end users.
- Respond to IT service desk requests and provide solutions based on documentation written by senior team members.
- Educate employees about IT processes and self-service options as part of providing responses to incoming requests
- Support desktop equipment (computers, phones, etc.): triage incoming requests, identify root causes, take remedial action as prescribed by documentation, escalate to senior team members if a case does not fit any of the known solutions.
- Manage the technology component of employee onboarding/departure process: set up laptops for new hires, distribute peripheral equipment according to the established process, monitor incoming tickets for laptop provisioning requests
- Routinely propose updates to problem solving documentation when encountering outdated or absent articles
- Excellent command of written and spoken English, being able to understand and be understood by native speakers of American, British and Australian English.
- A minimum of 2 years experience as a 2nd or 3rd tier IT Support Engineer
- A degree in Computer Science, Information Systems, IT, or similar, or practical experience working in IT roles for at least 4 years
- Mac OS X - complete understanding of the UI and user-configurable settings.
- Windows - familiarity with administration of Windows 10 Enterprise OS, Azure AD and Intune
- Network - understanding of network fundamentals, able to describe operation of TCP/IP protocol in general, able to explain the operation of wired and wireless Ethernet networks.
- Experience administering a user directory service - G Suite or Active Directory.
- Apple Business Manager (DEP) - understanding of what it is, how it works and troubleshooting sequence.
- Jamf - understanding of what it is, how it is used at Q and what are the technological limitations of the tool.
- Windows Intune/Autopilot configuration and operation knowledge and experience
- The IT/Systems team is spread out across the globe with team members in Reston, Virginia, Provo, Utah, Seattle, Washington, Kraków Poland and Dublin, Ireland.
- Career progression for team members can be either within the IT organization, expanding the scope and impact of their own role along with business growth, or moving into Engineering roles focused on software development outside of IT.
- IT at Qualtrics is part of the Internal Systems organization. Internal Systems develop and operate all infrastructure that is not part of the production environment, except for the network. Network is entirely out of scope for IT and Internal Systems.
- Annual Leave: 20 or 26 annual leave days per annum plus an additional day for each year of service (to a max of 5).
- Private Medical Insurance - Luxmed health & dental cover for you and your dependants.
- Commuter Assistance - Up to the value of 80 PLN net a month for public transport.
- Savings Plan - Two company saving plans provided by Nationale Nederlanden: Employee Capital Plan (PPK) & Employee Saving Plan (PPO)
- QED PROGRAM - Qualtrics Engineer Development (QED) program: support, engineering learning activities up to 10% of engineering work time each quarter.
- Wellness - Up to the value of 800PLN gross per quarter can be reimbursed for a variety of wellness activities via our dedicated platform Forma.
- A choice of Multispot cards available.
- Our employee assistance program with Unum provides counselling and wellbeing support to all employees
- Experience bonus - 7000 PLN gross per annum. Qualtrics experience bonus is a program designed to provide experiences to our employees they might not otherwise have.
- Group Life & Income Protection Insurance
- Glasses/Contact lenses Reimbursement
- Free breakfasts, lunches, snacks, and drinks for everyone in the office
- Tax-deductible expenses (up to 75% depending on role)