German IT Support Specialist

Quick Facts

• Onsite role in Wrocław as a German-speaking first-level IT support contact
• Focus: resolving IT incidents and service requests for Windows and Microsoft 365 environments

Description

You will be the first point of contact for German-speaking users, handling IT incidents and service requests through phone, email, and ticketing. The role includes first-level support for Windows clients and Microsoft 365/Office applications, user account administration, and initial troubleshooting of connectivity and common network issues. You follow structured IT service processes and SLAs and escalate complex cases to 2nd level when required.

Responsibilities

• Receive, classify, prioritize, and process IT incidents and service requests via phone, email, and ticketing systems
• Provide first-level support for Windows clients and Microsoft 365/Office applications (including Outlook and Teams)
• Troubleshoot common Windows client issues using a structured, solution-oriented approach
• Manage user accounts: password resets, account unlocks, access permissions, and basic Active Directory tasks
• Support Microsoft 365 services such as OneDrive synchronization and SharePoint access
• Perform initial connectivity checks involving IP addressing, DHCP, DNS, and VPN
• Document troubleshooting steps, resolutions, and user communication in the ticketing system
• Prioritize incidents by business impact and urgency; keep users informed
• Escalate complex incidents to 2nd Level Support or specialist teams
• Support remote troubleshooting, client rollouts, and standard IT onboarding
• Follow defined IT service processes, Service Level Agreements (SLAs), and quality standards

Requirements

• Initial professional experience in IT support/service desk/helpdesk
• German language skills at C1 level or higher
• Good understanding of Windows 10/11, Microsoft Office, and Microsoft 365
• Basic knowledge of Active Directory, user accounts, password management, and access permissions
• Basic networking knowledge (IP addressing, DHCP, DNS, VPN)
• Ability to troubleshoot systematically and perform initial investigation
• Strong service orientation and professional communication by phone and in writing
• Structured, reliable, solution-oriented working style
• Willingness to learn new systems and customer-specific IT environments

Benefits

• Join a growing international IT service team and work with German-speaking customers
• Modern IT service processes and professional customer environments
• Career development toward 2nd Level Support, Field Service, System Administration, or Service Management
• Collaborative team environment at the Wrocław location
• Varied responsibilities in an international IT support environment
• Fair compensation and long-term career perspective