Senior IT Analyst with French, Polish and English

Work mode: Hybrid — minimum 3–4 days per month working from the office; morning shift only for office work.

Work shift: Rotational morning, afternoon, and night shifts (7 PM–2:30 AM CET).

Overview of the Role

As a Technical Support Agent (French-Speaking), you will provide seamless IT support for clients’ end users. Your troubleshooting, problem-solving, and customer engagement will help maintain productivity and satisfaction.

Detailed Responsibilities

• Provide hardware, software, and network troubleshooting and resolution support to end users by telephone.
• Address helpdesk queries; perform equipment configuration, backup maintenance, and software installation and de-installation.
• Identify, research, and resolve technical issues, guiding clients through corrective steps to restore functionality.
• Route complex problems to the appropriate internal support teams and coordinate escalations as needed.
• Manage relationships with technology vendors and collaborate with internal support staff to use shared technical knowledge.
• Administer and manage user access across systems to ensure appropriate authorization and security.
• Document support activities, problem resolutions, and work requests accurately in the Call Tracking System.
• Follow established ITIL processes and operational standards.

Skill Requirements

• French and Polish proficiency at a minimum C1 level, plus English at a minimum B2 level, with strong verbal and written communication.
• Customer-handling ability, resourcefulness, and adaptability in dynamic situations.
• Strong working knowledge of Windows operating systems, MS Office, internet browsers, antivirus and firewall software, and basic PC hardware.
• Understanding of IT environments and willingness to learn new technologies and processes.
• Familiarity with user access management and standard IT support workflows.

Nice to Have

• ITIL certification or practical knowledge of ITIL frameworks.
• Previous technical support or helpdesk experience.

What We Offer

• Life insurance.
• Private medical care.
• MultiSport Card.
• Subsidies for glasses.
• Subsidies for language courses.
• Christmas and holiday bonuses.