IT Support Specialist (german-speaking) (m/f/d)

digatus personal GmbH is an international IT service company looking to strengthen its IT service team in Wrocław. The role involves collaboration within international IT teams and servicing German-speaking customers under the digatus Group.

• Initial professional experience in IT support, service desk, helpdesk, or a comparable technical support environment.
• Very good German language skills at C1 level or higher.
• Good understanding of Windows 10/11, Microsoft Office, and Microsoft 365.
• Basic knowledge of Active Directory, user accounts, password management, and access permissions.
• Basic understanding of networking concepts, including IP addressing, DHCP, DNS, VPN, and network connectivity.
• Ability to approach technical problems systematically, identify possible causes, and perform initial troubleshooting steps.
• Strong service orientation and a professional communication style by phone and in writing.
• Structured, reliable, and solution-oriented working style.
• Willingness to learn new systems, tools, and customer-specific IT environments.

Nice to have:

• Experience working with ticketing systems, ITSM tools, or ITIL-oriented support processes.
• Basic knowledge of Microsoft Entra ID and cloud-based identity management.
• Experience troubleshooting OneDrive synchronization, SharePoint access, and Microsoft 365 issues.
• Basic understanding of terminal server environments and remote desktop sessions.
• Familiarity with remote support tools, client hardware, printers, and standard software deployment.
• Good English language skills.
• Experience working with Service Level Agreements (SLAs), incident prioritization, and escalation processes.

• Receive, classify, prioritize, and process IT incidents and service requests via phone, email, and ticketing systems.
• Provide first-level support for Windows clients, Microsoft 365, Office applications, Outlook, Teams, printers, network access, and standard business software.
• Troubleshoot common Windows client issues using a structured, solution-oriented approach.
• Support user account administration, password resets, account unlocks, access permissions, and basic Active Directory tasks.
• Assist users with Microsoft 365 services, including OneDrive synchronization, SharePoint access, and common application issues.
• Perform initial checks for connectivity issues involving IP addressing, DHCP, DNS, VPN, and network access.
• Document troubleshooting steps, resolutions, and user communication accurately in the ticketing system.
• Prioritize incidents based on business impact and urgency, keeping users informed about progress and expected next steps.
• Escalate more complex incidents to 2nd Level Support or the relevant specialist teams.
• Support remote troubleshooting, client rollouts, and standard IT onboarding activities.
• Follow defined IT service processes, Service Level Agreements (SLAs), and quality standards.

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.