Job title: L1 / L2 Level Service Desk (Spanish & Polish )

We need experienced SD with fluent Spanish and Polish language (at least B2+)

Starting date: ASAP

Contract duration: 3+ months (till end of July)

JC: 58310

Work Environment:

• Working hours: Monday till Friday, shifts between 8am – 7pm

• Hybrid – from Gdańsk or Warsaw, 2 days from home and 3 days from the office or remote.

Key Responsibilities:

• Provide first and second-level IT support for multiple customers via mail, chat and

calls.

• Diagnose, troubleshoot, and resolve hardware, software, and network issues.

• Escalate complex issues to higher-level support teams as needed.

• Log, track, and manage tickets in the IT Service Management (ITSM) tool.

• Ensure SLAs and response times are met for incident resolution and service requests.

• Maintain accurate documentation of issues and resolutions.

• Act as the first point of contact for end-users via phone, email, or chat.

• Provide clear and professional communication to users regarding issue status and

resolution.

• Educate customers on best practices and self-service solutions where applicable.

• Support IT infrastructure, applications, and enterprise systems.

• Perform user account management (Active Directory, email, access controls).

• Assist in software installations, updates, and security patches.

• Identify recurring issues and suggest improvements to reduce incidents.

• Contribute to knowledge base articles and troubleshooting guides.

• Support IT policies, compliance, and security best practices.

Qualifications & Skills:

• 1 - 3 years of experience in a service desk or technical support role.

• Spanish and Polish on at least B2 level

• English on at least B2 level

• Strong troubleshooting skills in Windows, macOS, and Linux environments.

• Knowledge of networking fundamentals (DNS, DHCP, VPN, TCP/IP).

• Experience with Active Directory, Office 365, and remote desktop tools.

• Familiarity with ITIL framework and ITSM tools (e.g., ServiceNow, Jira, Remedy).

• Excellent verbal and written communication skills.

• Strong customer service orientation and problem-solving mindset.

• Ability to work independently and manage multiple priorities.

Nice to have:

• IT certifications (CompTIA A+, ITIL Foundation, Microsoft, Cisco).

• Experience working in a managed services or shared services environment.

• Familiarity with automation tools and scripting (PowerShell, Bash).