Senior IT Support Engineer



IT, Customer Service
Zagreb, Croatia
Posted on Thursday, August 31, 2023

At ReversingLabs, our application security and threat intelligence solutions have become essential to advance cybersecurity around the globe. We're now on a journey to expand adoption and accelerate growth, funded by our recent Series B investment, to hire top talent across the security industry.

This is a game changing opportunity. We know every application threatens businesses with new supply chain risks. ReversingLabs is the only company that can dissect any binary at the speed, scale and explainability to protect the enterprise end-to-end.

Our vision is clear. Arming every company with the insight to ensure every piece of software built or bought is secure and can be trusted, and that every threat is detected. We are seeking extraordinary talent to help forge this transformational journey at ReversingLabs.

You, as our Helpdesk Lead, will support and offer specialist advice on IT-related issues and provide internal users with best service and willingness to help. The primary duties are providing support, promptly resolving issues and organizing Helpdesk operations. You will also closely work with HR, IT and IT Security teams to ensure that consistent and high quality service is provided to employees.

What You Will Do

  • Standardization of Helpdesk services and procedures
  • Writing and maintaining detailed documentation
  • Performing Level 1 technical support and assisting with Level 2 systems support
  • Managing tickets and incidents, system monitoring
  • Reporting metrics and KPIs
  • Contributing to IT infrastructure strategy, planning, architecture, and processes
  • Maintaining asset inventory, tracking spending and planning budget
  • Analyzing business requirements by partnering with key stakeholders across the organization to develop solutions and to automate processes
  • Troubleshooting hardware and software issues related to internal IT
  • Good working knowledge of computer systems, security, authentication, networks and systems administration (Windows, Linux, MacOS)
  • Good communication, including writing, speaking and active listening
  • Strong problem-solving, critical thinking and decision-making skills
  • Excellent customer service and interpersonal skills
  • Excellent organizational skills, ability to multitask
  • Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
  • 2 years of experience working as Helpdesk Lead
  • Strong critical thinking and decision-making skills
  • Firm grasp on IT infrastructure and operations best practices
  • Hybrid work options (paid accommodation & transportation to Zagreb during onboarding for remote employees)
  • Flexible working hours
  • Generous compensation and a bonus system based on annual performance
  • Hefty personal education budget and possibility to attend leading conferences and seminars in the field
  • Company library and possibility to order books of choice via Amazon
  • Permanent contract in a fast-growing global company with Fortune 500 & governmental agencies as clients
  • Challenging projects in a dynamic, collaborative team
  • Opportunity to work on innovative solutions in malware analysis & software assurance, crafted in our very own Croatian R&D center
  • Great career advancement opportunities - clear goals & internal promotions
  • Employee referral bonus program: HRK 8,000 net for junior position, HRK 16,000 net for mid to senior positions, and HRK 20,000 net for principal/managerial positions
  • Multisport card, annual health checkup, newborn child allowance, rent-cost, and 3rd pillar pension benefits
  • Wellness Weekends - quarterly, company-wide three day weekend, starting with a company paid Friday off for all employees
  • Fully covered car garage in Radnička for all employees