Level 1 IT Support Specialist (Service Desk) – German (B2B)

Quick Facts

• Role: Level 1 IT Support Specialist (Service Desk) – German (B2B)

• Location: Hybrid (Wrocław) or fully remote

• Working model: B2B contract

• Tools/Tech Stack: ServiceNow

Description

As part of the Service Desk, you will be the key contact for technical issues related to store operations—especially store payment, checkout, and cash-handling processes. You will support retailers with hardware and software incident resolution, advise on cash-related system failures, and help manage and prioritize service requests.

Responsibilities

• Analyze and resolve issues with cash register equipment (monitors, card terminals, receipt printers, scanners)

• Provide technological guidance for cash software failures

• Support automation systems for cash flow (Cash Recycler, drop safes)

• Check and explain discrepancies in accounting within settlement systems

• Manage priorities for tickets from dm stores and for systems related to cash flow and settlements

• Provide phone-based technological consulting in emergency situations (e.g., sudden cash register failures)

• Execute micro-projects to pilot complex issues in specialized departments or product teams

• Coordinate with technical service providers and store staff

• Document solutions and continuously update the knowledge base

Benefits

• Partner-based cooperation model with autonomy and a dialog culture

• Flexible and trust-based working arrangements (no rigid hours)

• Structured onboarding: an implementation plan for your project responsibilities provided in advance

Requirements

• Experience in a similar position or completed technical education (e.g., IT)

• Technical analysis and problem-solving skills

• Polite, clear, solution-focused communication with stakeholders

• Ability to work in a team, take responsibility, and remain customer-focused

• German: B2; Polish: C1