German IT Support Specialist (m/f/d)

To strengthen our international IT service team in Wrocław, we are looking for dedicated German IT Support Specialists (m/f/d) with excellent German language skills, technical understanding, and a strong service mindset.

As a German IT Support Specialist, you will be the first point of contact for German-speaking users, helping them resolve IT-related issues efficiently and professionally. You will work with modern support tools, follow structured IT service processes, and collaborate with experienced international IT teams. The position is completely onsite at our office in Wrocław.

Your Responsibilities

• 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.

Your Profile

We are looking for a service-oriented and technically curious individual who enjoys troubleshooting IT issues, communicating with users, and working in a structured team environment.

Required Qualifications

• 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.

Your Skills

Technical Skills: Windows 10/11, Microsoft 365, Office applications, Active Directory, user administration, DHCP, DNS, VPN, client troubleshooting, OneDrive, SharePoint, ticketing systems, and remote support.

Soft Skills: Service orientation, communication, structured problem-solving, prioritization, reliability, teamwork, adaptability, and willingness to learn.

What We Offer

• An opportunity to join a growing international IT service team.

• Collaboration with German-speaking customers and the digatus Group.

• Modern IT service processes and professional customer environments.

• Development opportunities towards 2nd Level Support, Field Service, System Administration, or Service Management.

• A collaborative team environment at our Wrocław location.

• Varied responsibilities in an international IT support environment.

• Fair compensation and a long-term career perspective.