Service Desk Engineer - Critical Railway Infrastructure Support

Location: Warsaw
Contract Type: Contract

• Support critical national railway operations with 24/7 IT service delivery


• Act as the single point of contact for multilingual IT support


• Work with operational railway staff including train drivers and conductors


• Join a high-impact environment supporting essential transport infrastructure


• Develop your skills across applications, networks, servers and devices

Company Overview

Our client provides essential IT support services for critical national infrastructure within the transport sector. They specialise in delivering multilingual, round-the-clock technical support that enables safe and reliable operations. With a strong focus on service continuity and operational excellence, they support both office-based users and frontline operational staff. Their commitment to maintaining high service standards ensures that essential services remain available to employees and the public.

They are currently seeking an experienced Service Desk Engineer to join their team in Warsaw, supporting critical railway infrastructure operations. This is an opportunity to work in a high-impact environment where your technical expertise directly contributes to the safety and reliability of national transport services.

Position Overview

As a Service Desk Engineer, you will serve as the first and single point of contact for all IT-related issues within a critical railway infrastructure environment. Your role is essential in ensuring the availability and continuity of IT services that enable safe and reliable rail operations. You will provide multilingual first-line support to both office users and operational staff, troubleshoot incidents, manage service requests, and escalate critical issues that could impact railway operations, employees or passengers. This position requires strong customer service skills, operational awareness and a commitment to timely resolution in a 24/7 support environment.

Responsibilities

• Provide first-line multilingual IT support via telephone, email and chat


• Act as the single point of contact for all IT-related issues


• Support both office users and operational railway staff including drivers and conductors


• Troubleshoot incidents across applications, networks, servers and devices


• Manage service requests from initial contact through to resolution


• Assign complex problems to appropriate support groups within the service framework


• Escalate critical issues that could impact railway operations or passenger services


• Maintain service availability and continuity for essential transport infrastructure


• Document all interactions and resolutions accurately in the service management system


• Deliver exceptional customer service in a high-impact operational environment

Requirements

• 4-6 years of experience in Service Desk or IT support roles


• Fluency in Dutch and English (required for this role)


• Strong technical knowledge across applications, networks, servers and devices


• Experience providing first-line IT support in a structured service environment


• Ability to work in a 24/7 support environment with shift patterns


• Excellent communication skills with both technical and non-technical users


• Strong problem-solving abilities and analytical thinking


• Customer service focused with operational awareness


• Ability to prioritise and manage multiple incidents simultaneously


• Experience working in high-pressure environments where service continuity is critical

Benefits

• Competitive contract rates


• Opportunity to work on critical national infrastructure


• Develop your technical skills across multiple IT disciplines


• 24/7 operational environment offering flexible shift patterns


• Exposure to high-impact incidents requiring swift resolution

You'll work within a service-focused environment where operational excellence and customer satisfaction are paramount. The team supports essential transport infrastructure, meaning your work directly contributes to public safety and service reliability. This role offers the opportunity to develop your technical expertise while working alongside experienced professionals in a structured, process-driven environment.

How to Apply

To apply for this role please submit your CV using the form below or email [email protected]