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

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

Experience

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

Technical Skills

Basic knowledge of Windows, Microsoft 365, hardware troubleshooting, and networking.

Ticketing Systems

Experience with Autotask PSA or similar tools is a plus.

Language Skills

German (B2/C1), English (good).

What We Offer

• Permanent employment contract (Umowa o Pracę)
• Competitive salary
• Paid vacation according to Polish labor law
• International projects
• Career development opportunities