1st Line Support Analyst​/Engineer with German

1st Line Support Analyst / Engineer with German

Location:

Poland (hybrid)

• Act as the first point of contact for end users via phone, email, chat or ticketing system
• Provide basic technical support and guidance for IT‑related issues
• Register, track and update incidents and service requests in line with SLA procedures
• Perform initial issue analysis and troubleshooting (software, access, basic hardware issues)
• Escalate more complex cases to 2nd line support when needed
• Communicate clearly and professionally with users in German and English
• Ensure a positive user experience through a helpful and service‑oriented approach

• Hybrid and employee‑friendly approach
• Office presence is flexible
• The number of on‑site days depends on the distance from the office

• This is a shift‑based role
• Night shifts may be required, depending on the project and customer support needs
• Shift schedule is communicated in advance

• German language proficiency: B2+/C1 (spoken and written)
• Willingness to work in a shift‑based model, including night shifts if required
• Customer‑oriented mindset and strong communication skills
• Interest in IT and motivation to build a career in technical support
• Ability to follow procedures, prioritize tasks and work in structured environments

• First experience in Service Desk / IT Support / Customer Support
• Basic knowledge of Windows, MS Office or IT systems
• IT education, courses or certifications (e.g. ITIL – nice to have)
• Experience working in an international or corporate environment

• Entry‑level candidate or career starter with strong language skills
• Calm, patient and solution‑oriented attitude
• Open to learning and continuous development
• Team player who values collaboration and clear communication
• Reliable, organized and comfortable working in a shift environment

• Great entry point to an IT career – no advanced technical background required
• Structured onboarding and training, including IT basics, processes and tools
• Language practice on a daily basis – German and English in real business scenarios
• Clear development path – opportunity to grow towards 2nd Line Support or other IT roles
• Supportive team environment – you will always be able to count on help from more experienced colleagues
• International work environment with exposure to corporate IT standards
• Hybrid working model with a flexible and employee‑friendly approach – on‑site presence is adjusted based on your distance from the office
• Access to learning platforms, trainings and certifications (e.g. ITIL, technical & language courses)
• Predictable schedule within structured shifts
• Wellbeing initiatives & work‑life balance programs
• Private medical care and benefits platform

The company follows an equal opportunity policy and does not permit any form of discrimination. Employment decisions are based solely on skills and qualifications.