Careers at Movate – Poland

Job title: IT Service Desk Engineer – Tier 2
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

 Summary:

• The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
• This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
• While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.

Roles and Responsibilities:

• Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
• Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
• Provide advanced support for third-party tools, endpoint compliance, and device imaging.
• Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
• Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
• Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.

Required Skills:

• 2–4 years of hands-on experience in IT helpdesk or service desk roles.
• Strong technical expertise in:
• Google Workspace administration
• Endpoint troubleshooting (Windows, macOS, and Chromebook)
• VPN and network configuration
• Access control and IAM
• Familiarity with ITSM tools and ticket escalation workflows.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong attention to detail, reliability, and collaborative mindset.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Experience supporting hybrid or multi-site environments.
• Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
• Understanding of cybersecurity fundamentals and endpoint compliance management.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Quality Assurance Analyst – Support Operations
Work Location: Ultralag, Heredia 
Experience: 1–3 years in Quality Assurance, Support Operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives.
• This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs.
• The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.

Roles and Responsibilities:

• Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
• Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
• Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
• Facilitate team-wide coaching to address widespread QA trends or recurring issues.
• Follow up on feedback submitted through internal flagging or escalation systems.
• Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
• Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
• Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
• Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
• Lead weekly QA debrief meetings during assigned rotation.

Required Skills:

• 1–3 years of experience in Quality Assurance, customer support, or operations.
• Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
• Excellent written and verbal communication skills for coaching and delivering clear feedback.
• Ability to manage multiple priorities and work in a fast-paced support environment.
• Experience preparing quality reports, dashboards, or business review presentations.
• Strong attention to detail and accuracy in case evaluation and documentation.

Desired Skills:

• Experience in service desk, customer experience, or contact center environments.
• Familiarity with QA methodologies, calibration practices, and coaching frameworks.
• Knowledge of ticketing systems, QA tools, or customer experience platforms.
• Ability to collaborate effectively across cross-functional teams.

Job title: Trainer Specialist
Work Location: Ultralag, Heredia 
Experience: 1–3 years in training, L&D, support operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related field
No of Openings: 1

Summary:

• The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management.
• This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps.
• The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.

Roles and Responsibilities:

• Develop, design, and maintain training content for onboarding and ongoing learning programs.
• Deliver new-hire training sessions and ensure successful ramp-up of new agents.
• Create user accounts or system access for new agents as required.
• Build targeted training modules based on team gaps, performance trends, or new product updates.
• Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.
• Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.
• Provide 1:1 coaching to agents to address individual learning needs or performance gaps.
• Conduct ongoing product training sessions and knowledge refreshers for the entire team.
• Participate in training syncs with internal stakeholders and subject-matter experts.
• Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.
• Enroll agents in required training programs, workshops, or certification paths.
• Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.

Required Skills:

• 1–3 years of experience in training, instructional delivery, customer support, or operations.
• Strong verbal and written communication skills with the ability to present clearly to diverse audiences.
• Experience creating training materials, documentation, or KB content.
• Ability to coach, mentor, and support agents at varying skill levels.
• Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.
• Strong understanding of support workflows, case handling, and customer experience best practices.

Desired Skills:

• Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.
• Knowledge of adult learning principles, instructional design, or coaching methodologies.
• Familiarity with LMS platforms, ticketing systems, or support tools.
• Ability to analyze performance data to identify training needs and evaluate training impact.

Job title: IT Service Desk Engineer Lead
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead role
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and Tier 2 support teams to ensure timely resolution of technical issues and a high standard of customer service.
• This role is responsible for workload distribution, SLA management, and operational excellence while fostering a culture of collaboration and continuous improvement.
• The ideal candidate combines strong technical expertise, leadership ability, and a passion for mentoring team members and enhancing service delivery processes.

Roles and Responsibilities:

• Lead and manage a team of support associates providing Tier 1 and Tier 2 IT support across multiple sites.
• Monitor ticket queues, assign workloads, and ensure adherence to SLAs and quality standards.
• Serve as the final escalation point for complex technical issues and user complaints.
• Oversee onboarding and offboarding processes, including device setup, access management, and application provisioning.
• Review trends and analyze recurring issues to identify root causes and coordinate long-term resolutions with backend IT teams.
• Provide mentorship, coaching, and performance feedback to support team members to drive growth and engagement.
• Maintain and update internal SOPs, technical documentation, and knowledge base articles.
• Partner with cross-functional IT teams to implement process improvements, new tools, and automation opportunities.
• Track and report helpdesk metrics, identifying areas for optimization and efficiency gains.

Required Skills:

• 3–5 years of experience in IT support, including at least 1 year of leadership or team lead experience.
• Strong technical background in troubleshooting, particularly within Google *Workspace and endpoint management environments.
• Excellent communication, interpersonal, and leadership skills.
• Experience managing ticket queues, prioritizing workloads, and ensuring SLA compliance.
• Proficiency with ITSM and ticketing tools, documentation management, and performance reporting.
• Strong stakeholder coordination skills with the ability to collaborate across departments.
• Highly organized, proactive, and results-oriented with a focus on service excellence.

Desired Skills:

• Familiarity with the ITIL framework; certification is a plus.
• Experience leading IT support teams in fast-paced or multi-site environments.
• Proven ability to train, mentor, and build high-performing technical teams.
• Knowledge of automation or workflow optimization in IT support operations.

Job title: Network Engineer
Work Location: Ultra Lag
Experience: At least 2 years working as a Network Engineer
Education Qualification: High School Diploma or above

Roles and Responsibilities:

• Troubleshoot/Diagnose all Level 2 issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product
• Codes and Configuration issues.
• Ensure On-Time escalation to L3 and Engineering(R&D) teams
• Ensure consistent customer satisfaction.
• Document all communication with customers in the CRM
• Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base/ Tech Forum

Required Skills & Desired Skills:

• 2-3 years of experience as a network engineer
• Advanced English level (B2+/C1)
• Proven work stability

Technical skills:

• Bridging and Switching Concepts, LAN Technologies such as TCP/IP Ethernet – CSMA/CD
• STP, RSTP, MSTP, VLAN tagging
• Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
• VoIP knowledge SIP, H323 (Good to know)
• Wireshark (Good to know)
• Linux (Good to know)

Job title: IT Service Desk Engineer – Tier 1
Work Location: Ultralag, Heredia
Type: Full-Time (On-site)
Experience: Open to candidates with 1–2 years of IT support or customer service experience
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

Summary:

• The IT Service Desk Engineer – Tier 1 serves as the first point of contact for employees requiring technical assistance.
• This role focuses on resolving common IT issues related to user accounts, devices, connectivity, and core business tools within a Workspace environment.
• The ideal candidate demonstrates strong communication skills, a proactive service mindset, and the ability to deliver excellent end-user support while maintaining professionalism and accuracy in a fast-paced environment.

Roles and Responsibilities:

• Provide first-level technical support via ticketing tools, phone, or chat channels.
• Troubleshoot and resolve issues related to:
• User accounts (password resets, access issues).
• Hardware (laptops, desktops, printers, and peripherals).
• Basic network connectivity (Wi-Fi, VPN).
• Google Workspace tools (Gmail, Drive, Calendar, Meet).
• Support user onboarding and offboarding processes, including device setup and account provisioning.
• Escalate complex or unresolved incidents to the Tier 2 support team following defined escalation procedures.
• Document resolutions, update FAQs, and maintain internal knowledge base content for recurring issues.
• Participate in helpdesk operations such as walk-up support, asset tagging, and inventory tracking.
• Deliver exceptional customer service by maintaining a professional, empathetic, and solution-focused approach.

Required Skills:

• Bachelor’s degree or equivalent experience.
• Strong communication and interpersonal skills with a customer-first attitude.
• Good problem-solving skills with the ability to multitask effectively.
• Familiarity with operating systems (Windows, macOS, ChromeOS).
• Basic understanding of Google Workspace, network connectivity, and hardware setup.
• Eagerness to learn new technologies and grow within an IT support environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Previous internship or practical experience in IT helpdesk or technical support.
• Knowledge of IT ticketing systems or ITSM tools.
• Awareness of IT support best practices and troubleshooting methodologies.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Database Administrator (Cosmos , Cassandra)
Work Location: Chennai
Experience: 6-8 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Own database operations and performance for Azure SQL, SQL Server, and Cosmos DB, ensuring stability, security, and automation readiness.
• Manage provisioning, tuning, patching, and recovery across relational and non-relational DBs.
• Automate repetitive tasks using PowerShell and Azure Automation.
• Monitor DB performance using Azure Monitor and Log Analytics.
• Collaborate with Cloud and AI-Ops teams on predictive alerting and auto-remediation.
• Ensure PHI-compliant data governance across production environments.

Job title: Dynamic 365 Support Tech Lead
Work Location: Chennai
Experience: 6-8 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Dynamics 365 (C#, Power Platform, Dataverse) expertise
• UI debugging using HTML, CSS, JavaScript 
• Workflow, Trigger, and Flow/Power Automate troubleshooting 
• Data imports/exports and integration handling
• Methodical approach to problem management and root cause analysis 
• Strong collaboration with business and compliance teams 
• Change and release management discipline 
• Effective stakeholder communication and documentation

Job title: Lightening Step & My Avatar Tech Lead
Work Location: Chennai
Experience: 6-8 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Provide hands-on support for EHR/RCM/CRM systems (Epic, Cerner, Allscripts, Salesforce Health Cloud) 
• Write simple to medium complexity SQL scripts for data analysis and correction 
• Perform configuration management across COTS applications 
• Troubleshoot complex system and integration issues 
• Develop reports using SSRS or Crystal Reports 
• Apply HL7 and FHIR standards in data exchange and validation 
• Conduct root cause analysis for production incidents 
• Triage, categorize, and escalate incidents per ITIL processes 
• Collaborate with clinical users with empathy and clarity 
• Prioritize issues based on business and patient impact 
• Ensure compliance with healthcare data standards and regulations 
• Mentor junior analysts on support best practices

Job title: Lightening Step & My Avatar Specialist
Work Location: Chennai
Experience: 4-7 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Provide hands-on support for EHR/RCM/CRM systems (Epic, Cerner, Allscripts, Salesforce Health Cloud) 
• Write simple to medium complexity SQL scripts for data analysis and correction 
• Perform configuration management across COTS applications 
• Troubleshoot complex system and integration issues 
• Develop reports using SSRS or Crystal Reports 
• Apply HL7 and FHIR standards in data exchange and validation 
• Conduct root cause analysis for production incidents 
• Triage, categorize, and escalate incidents per ITIL processes 

Job title: AI Support Engineer
Work Location: Chennai
Experience: 3-5 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Provide technical support for AI platforms, tools, and services across development, staging, and production environments.
• Monitor system performance, availability, and reliability using observability tools (e.g., Prometheus, Grafana, ELK).
• Troubleshoot and resolve platform issues related to infrastructure, APIs, data pipelines, and model deployment.
• Collaborate with DevOps and Engineering teams to implement automation, CI/CD pipelines, and infrastructure improvements.
• Maintain documentation for support processes, known issues, and resolution steps.
• Ensure compliance with security and data governance policies.
• Participate in on-call rotations and incident response activities.
• Assist in onboarding new users and teams to the AI platform.

Job title: AI Engineer
Work Location: Chennai
Experience: 5-7 years
Education Qualification: Bachelor’s Degree

Required Skills:

• Develop and maintain front-end interfaces for AI-powered applications using modern frameworks
• Build and optimize back-end services and APIs to support AI models, data pipelines, and agentic workflows.
• Integrate AI/ML models into production systems, ensuring performance, scalability, and reliability.
• Collaborate with AI engineers to implement agentic AI capabilities, including tool-use, reasoning, and multi-agent coordination.
• Work with knowledge graph engineers to visualize and interact with GraphDB-powered knowledge graphs.
• Ensure secure and compliant development practices across the full stack.
• Participate in code reviews, testing, and continuous integration/deployment (CI/CD).
• Document technical designs, workflows, and implementation strategies.

Job title: AI Full stack Developer
Work Location: Chennai
Experience: 6-8 years
Education Qualification: Bachelor’s Degree

Required Skills:

Technical Leadership

• Lead design, architecture, and development of AI-driven applications using GenAI and Agentic AI frameworks.
• Mentor and guide a team of developers, ensuring high-quality code and best practices.
• Collaborate with product managers, data scientists, and stakeholders to define technical roadmaps.

AI/ML Development

• Design, develop, and implement ML/DL models for predictive analytics, NLP, computer vision, and generative AI use cases.
• AI/ML Frameworks: TensorFlow, PyTorch, Scikit-learn, Hugging Face Transformers
• Build and integrate LLMs, GenAI models, and agent-based AI workflows into enterprise solutions.
• Fine-tune, prompt-engineer, and optimize LLMs (OpenAI, Anthropic, Llama, etc.) for business use cases.
• Design and implement multi-agent orchestration systems for intelligent automation.

Fullstack Development

• Develop scalable web applications using React.js / Angular / Vue.js (frontend) and Python (Django / Flask / FastAPI / Node.js) (backend).
• Integrate AI/ML APIs, microservices, and databases (SQL & NoSQL).
• Ensure security, scalability, and performance of deployed applications.

Cloud & MLOps

Monitor and optimize model performance in production.

Deploy and manage AI applications on AWS / Azure / GCP.

Implement CI/CD, containerization (Docker, Kubernetes), and model deployment pipelines.

• Define end-to-end architecture for GenAI & Agentic AI solutions
• Design scalable and secure AI pipelines including data ingestion, model training, fine-tuning, deployment, and monitoring.
• Architect multi-agent AI systems leveraging frameworks like LangChain, AutoGen, LlamaIndex, or similar.

Hands-on Development

• Build and optimize AI applications in Python using frameworks such as PyTorch, TensorFlow, Hugging Face Transformers.
• Implement and integrate LLMs, embeddings, RAG (Retrieval-Augmented Generation), vector databases (Pinecone, FAISS, Weaviate, Milvus).
• Develop autonomous AI agents for workflow automation, reasoning, and decision-making.

Innovation & Strategy

• Evaluate and recommend emerging GenAI & Agentic AI frameworks, tools, and platforms.
• Define best practices for prompt engineering, model fine-tuning, safety, compliance, and governance.
• Collaborate with stakeholders to align AI solutions with business goals and enterprise architecture.

Leadership & Mentoring

• Lead technical discussions and provide architectural guidance to engineering teams.
• Mentor data scientists, ML engineers, and software developers in AI best practices.
• Collaborate with product managers and business leaders on solution roadmaps.

Job title: AI Architect
Work Location: Chennai
Education Qualification:  Bachelor’s Degree
Experience: 10-12 years

Required Skills:

Architecture & Design

• Define end-to-end architecture for GenAI & Agentic AI solutions
• Design scalable and secure AI pipelines including data ingestion, model training, fine-tuning, deployment, and monitoring.
• Architect multi-agent AI systems leveraging frameworks like LangChain, AutoGen, LlamaIndex, or similar.

Hands-on Development

• Build and optimize AI applications in Python using frameworks such as PyTorch, TensorFlow, Hugging Face Transformers.
• Implement and integrate LLMs, embeddings, RAG (Retrieval-Augmented Generation), vector databases (Pinecone, FAISS, Weaviate, Milvus).
• Develop autonomous AI agents for workflow automation, reasoning, and decision-making.

Innovation & Strategy

• Evaluate and recommend emerging GenAI & Agentic AI frameworks, tools, and platforms.
• Define best practices for prompt engineering, model fine-tuning, safety, compliance, and governance.
• Collaborate with stakeholders to align AI solutions with business goals and enterprise architecture.

Leadership & Mentoring

• Lead technical discussions and provide architectural guidance to engineering teams.
• Mentor data scientists, ML engineers, and software developers in AI best practices.
• Collaborate with product managers and business leaders on solution roadmaps.

Job title: Service Desk Support Trainee
Work Location: Hyderabad
Education Qualification:  BCA, BSc – CS, IT, AIDS, MSc – CS, IT, AIDS, MCA, B Com – CS, with strong written and verbal communication skills
No of openings: 200+
Experience : 0-6 months relevant work experience 

Job Description:

• Provides comprehensive remote support across major operating systems –
• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
• Follows documented procedures for issues presented and escalates further if need be.
• Delivers support for G suite applications, covering installation and basic usage
• When necessary, escalate issues to the SMEs / Leads for resolution.
• Employee advanced troubleshooting techniques to diagnose and resolve problems efficiently.
• Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
• Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
• Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
• Communicate effectively with non-technical users to explain solutions in an understandable manner.

Required Skills:

• 0-6 months relevant work experience 
• Excellent communication skills, should be able to hold a conversation
• Basic troubleshooting and should be able to comprehend the issues presented
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements
• Basic knowledge of IT systems