1st Line Support Engineer with German

New

cloudatusIT support

Workplace type: remote; Location: 100% remote; Country code: PLFull-TimeJunior

Salary6,000 - 10,000 PLN per month

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Job Details

Languages: Good German skills (B2 or higher); Good English skills (B2 or higher)
Experience: First professional experience in IT support or customer support is desirable
Required Skills: Microsoft ExcelLinux

Basic IT knowledge covering Outlook, Word, Excel, Microsoft 365, and end-user workplace support.
Knowledge of Windows 10 or newer and Microsoft Office 365.
General understanding of computer hardware and common end-user issues.
Basic understanding of ticket handling, prioritization, and support processes.
Good German skills at B2 level or higher.
Good English skills at B2 level or higher.
First professional experience in IT support or customer support is desirable.
Familiarity with ticketing systems or service management platforms is nice to have.
Basic understanding of ITIL-based incident, request, and escalation processes is nice to have.
Experience in SLA-driven support or managed services is nice to have.
Experience creating user guides, tutorials, or internal knowledge-base content is nice to have.

Act as the first point of contact for customer hardware and software queries.
Handle customer calls, tickets, and emails.
Log, document, classify, and prioritize incidents and service requests in line with support procedures.
Provide first-line troubleshooting and resolve standard issues.
Escalate complex or out-of-scope issues to second-line support or external vendors.
Keep users informed about ticket progress and next steps.
Create and update tutorials, internal documentation, and knowledge-base articles.
Cooperate with second-line teams and technical specialists to support timely resolution.
Support service quality, ticket hygiene, and continuous improvement of support processes.

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