IT Support Specialist (French and Spanish)

Quick Facts

• Role: IT Support Specialist (French and Spanish)

• Support scope: First-line IT support for French- and Spanish-speaking users

• Work model: Hybrid

• Location: Wrocław

Description

Provide first-line IT support to French- and Spanish-speaking users via phone, email, and ticketing systems. Act as the primary point of contact for IT service requests, incidents, and inquiries—troubleshooting issues across business applications, user accounts, devices, and access management. Log, track, monitor, escalate complex cases when needed, and keep end users updated in line with ITSM processes, ITIL best practices, and SLAs.

Responsibilities

• Handle IT service requests, incidents, and inquiries as the first point of contact

• Troubleshoot and resolve technical issues related to business applications, user accounts, devices, and access management

• Record and manage incidents and service requests according to ITSM procedures

• Escalate complex issues to the appropriate support teams and follow through to resolution

• Communicate with end users to provide status updates and maintain customer satisfaction

• Support users in a fast-paced international environment, including service escalations

• Follow ITIL best practices, internal procedures, and service level agreements (SLAs)

• Collaborate with global support teams and contribute to knowledge sharing

• Support continuous improvement and contribute to knowledge base documentation

Requirements

• Experience in IT Help Desk, Service Desk, IT Support, or Customer Support

• Fluent French (C1/C2 or native) and fluent Spanish (C1/C2 or native)

• Good English communication skills for an international organization

• Experience working with ticketing systems and ITSM tools

• Strong troubleshooting and problem-solving skills

• Customer-oriented mindset and willingness to help users

• Excellent communication and interpersonal skills, including the ability to de-escalate

• Ability to prioritize and work effectively under pressure

• Strong analytical thinking and attention to detail

• Experience in a multilingual international support environment is an advantage

• Knowledge of ITIL principles and service management best practices is a plus

• Availability to support business operations during international working days and according to service needs

Benefits

• Full-time employment contract

• Stable and long-term cooperation

• Well-defined career path

• Opportunity to relocate and work in other branches after project completion

• Medicover medical care

• Medicover dental care

• Medicover Benefits platform

• Medicover Sport card

• Referral Program

• Layette for a newborn employee’s child

• Group life insurance

• Pension scheme

• Access to professional certifications with technology partners (e.g., Google, ISTQB)

• Access to relevant industry events

• Knowledge Sharing Program

• Referral Program

• Cooperation options: B2B or Contract of mandate (UZ)