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

digatus personal GmbH is recruiting for a permanent employment position based in Wrocław, Poland, focusing on first level IT support primarily for German-speaking end users.

• Initial experience in IT support or service desk environments is an advantage.
• Basic knowledge of Windows, Microsoft 365, hardware troubleshooting, and networking.
• Experience with Autotask PSA or similar ticketing tools is a plus.
• Language skills: German at C1 level, English at B2 level.

First Point of Contact:

• Provide professional and service-oriented IT support via phone, email, and ticketing system.

Incident & Request Handling (Autotask):

• Log, classify, prioritize, and resolve IT incidents and service requests using Autotask PSA.
• Ensure accurate documentation and SLA compliance.

User Support & Troubleshooting:

• Provide first-level support for workplace issues including Windows operating systems, Microsoft 365, standard hardware, and basic networking.

Ticket Management & Escalation:

• Manage tickets properly in Autotask and escalate complex issues to 2nd or 3rd Level Support.

User Communication:

• Communicate clearly and professionally with German-speaking end users and internal teams.

Documentation & Knowledge Base:

• Support documentation and knowledge base maintenance.

Please be informed that the data controller is digatus personal GmbH (hereinafter "controller"). You have the right to request access to your personal data, their rectification, erasure or restriction of processing, the right to object to processing, as well as the right to data portability and to lodge a complaint to the supervisory authority. Personal data will be processed for the purpose of the recruitment process. Provision of data to the extent resulting from the Act of 26 June 1974 Labour Code is mandatory. In the remaining scope, providing data is voluntary. Refusal to provide mandatory data may result in the impossibility to carry out the recruitment process. The Administrator processes mandatory data on the basis of a legal obligation incumbent upon him/her, while with regard to additional data, the basis for processing is consent. Personal data will be processed until the recruitment procedure is completed and for the period of the possibility of asserting potential claims, and in the case of consent to participate in future recruitment procedures - until the withdrawal of such consent. Consent to the processing of personal data can be withdrawn at any time. The recipient of the data is the Just Join IT service and other entities to whom we have entrusted the processing of data in connection with recruitment.