Tech Support L2 Professional German-speaking
$31,200–$31,200 year
On-siteWrocław, Lower Silesia, Poland
Job Summary
Manage and resolve auto-generated tickets for complex incidents and service requests via phone, web, chat, and email. Escalate unresolved issues to Level 1.5 or Level 2 support with relevant diagnostic information and assign on-site validation to Field Support. Conduct root cause analysis, mentor lower tiers, and identify automation opportunities to achieve defined SLAs and KPIs. Provide clear communication regarding ticket progress and next steps to ensure customer satisfaction before closure. Requires 2–4 years of IT Service Desk experience, C1 English and German proficiency, and strong troubleshooting skills for software, hardware, and network issues.
Required Qualifications
- 2–4 years of experience in IT Service Desk, Desktop Support, or a similar technical support role
- Strong technical knowledge of: Networking fundamentals (LAN, WAN, Wi-Fi), Hardware, peripherals, and remote support tools
- Strong technical knowledge of: Enterprise and third-party applications
- Proven ability to troubleshoot complex, non-standard issues affecting multiple users or devices
- Excellent analytical and problem-solving skills, with a proactive, solution-oriented approach
- High attention to detail in documentation, process adherence, and follow-up
- Ability to prioritize work and remain effective under pressure in a fast-paced environment
- Language proficiency: English and German at C1 level or equivalent, enabling effective interaction with both technical and non-technical stakeholders (internally & externally)
Desired Qualifications
- ITIL Foundation (or higher) certification
- Experience in Quick Service Restaurant (QSR), retail, POS, or KDS environments
- Experience supporting Android and iOS platforms
- Familiarity with ServiceNow or similar ITSM tools
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