1st Level Helpdesk / IT Support (German) (m/f/d) (Wrocław based)

Location: Poland – Wrocław

Employment Type: Permanent Employment (Umowa o Pracę)

Languages: German (very good), English (good)

YOUR ROLE

First Point of Contact:

You act as the first point of contact for end users, providing professional and service-oriented IT support via phone, email, and ticketing system.

Incident & Request Handling (Autotask):

You log, classify, prioritize, and resolve IT incidents and service requests using Autotask PSA, ensuring accurate documentation and SLA compliance.

User Support & Troubleshooting:

You provide first-level support for workplace-related issues, including Windows operating systems, Microsoft 365, standard hardware, and basic networking topics.

Ticket Management & Escalation:

You ensure proper ticket handling in Autotask and escalate complex incidents to 2nd or 3rd Level Support.User Communication:You communicate clearly and professionally with German-speaking end users and internal teams.

Documentation & Knowledge Base:

You support documentation and knowledge base maintenance.

YOUR PROFILE

1. Experience: Initial experience in IT support or service desk environments is an advantage.

2. Technical Skills: Basic knowledge of Windows, Microsoft 365, hardware troubleshooting, and networking.

3. Ticketing Systems: Experience with Autotask PSA or similar tools is a plus.

4. Language Skills: German (B2/C1), English (good).

WHAT WE OFFER

• Permanent employment contract (Umowa o Pracę)

• Competitive salary

• Paid vacation according to Polish labor lawInternational projects

• Career development opportunities