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

Location: Poland – Wrocław Employment Type: Permanent Employment (Umowa o Pracę) Languages: German (very good), English (good) 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 lawInternational projects • Career development opportunities