Onsite Support Engineer – Sarajevo

About the role

D-ploy is seeking an IT Onsite Support Engineer to provide first and second level support to end‑users in a regulated environment in Sarajevo. You will be the primary onsite point of contact, handling hardware, software, mobile devices and peripherals.

Key responsibilities

• Provide first and second level IT support (hardware, software, mobile devices, peripherals).
• Act as the primary onsite contact for end‑user IT issues.
• Troubleshoot incidents and service requests via ServiceNow ticketing system.
• Deliver desk‑side and remote user support promptly and professionally.
• Document all activities and resolutions accurately in the ticketing system.
• Support IT onboarding for new employees (equipment setup, user guidance).
• Maintain and contribute to knowledge‑base documentation.
• Participate in continuous service improvement initiatives.

Required profile

• Fluent in English and Bosnian/Croatian/Serbian (written and spoken).
• Minimum 2+ years of experience in IT support / onsite support role.
• Strong troubleshooting skills in Windows environments.
• Excellent communication and customer‑oriented mindset.
• Ability to work independently in an onsite client environment.
• Well‑organized, reliable, and detail‑oriented.
• Clean criminal record extract (not older than 3 months).

Required skills

• Windows operating system.
• ServiceNow ticketing system.

What we offer

• Broad range of tasks and responsibilities.
• Friendly and international working environment.
• Professional development opportunities.
• Referral program (“Fishing for Friends”).
• Company‑sponsored events.