Bilingual IT Support Analyst – French/Polish (Hybrid)

HCLTech; Kraków; Hybrid; PLN 90,000 - 120,000; Full time

Job summary

HCLTech is seeking a Technical Support Agent (French-Speaking) to provide end-user IT support for Italian-speaking customers. You will troubleshoot hardware, software, and networks by phone, guide users through corrective steps, and escalate complex issues when needed.

Excellent communication in French, Polish, and English is required. The role operates in a hybrid model with a minimum presence in the morning shift and occasional overnight rotations. ITIL familiarity is a plus.

Qualifications

• Fluent French and Polish; English at least B2.

Responsibilities

• Provide hardware, software, and network troubleshooting via phone.
• Answer helpdesk queries, configure equipment, and manage software installs.
• Diagnose issues, guide users through steps to restore functionality.
• Route complex problems to internal teams and coordinate escalations.
• Maintain user access and security across systems.
• Document support activities in the tracking system.
• Adhere to ITIL processes and HCLTech standards.

Skills

French

Polish

English

Customer handling

Troubleshooting

Tools

Call Tracking System

Job description

HCLTech is seeking a Technical Support Agent (French-Speaking) to provide end-user IT support for Italian-speaking customers. You will troubleshoot hardware, software, and networks by phone, guide users through corrective steps, and escalate complex issues when needed.

Excellent communication in French, Polish, and English is required. The role operates in a hybrid model with a minimum presence in the morning shift and occasional overnight rotations. ITIL familiarity is a plus.