Bilingual L1 Service Desk Engineer: Microsoft 365 & VPN Support

Thrive IT Systems; Kraków; Presencial; PLN 25.000 - 38.000; Jornada completa

Descripción de la vacante

Thrive IT Systems is seeking an L1 Service Desk professional who is fluent in English and either French or German to serve as the first point of contact for end users and provide basic technical support within the Service Desk function.

You will log, categorize, prioritize and update incidents, troubleshoot common issues across Outlook, Microsoft Teams, WiFi, VPN, password resets and account unlocks, and escalate unresolved items per ITIL-aligned processes to ensure a consistent, positive

Formación

• L1 IT Service Desk support with basic troubleshooting.

Responsabilidades

• Act as the first point of contact for end users and take ownership of each ticket from initial contact through resolution or escalation.
• Perform initial diagnosis, ask relevant questions, capture error details and complete basic troubleshooting before escalating a ticket.
• Communicate clearly and professionally with users, provide regular status updates and confirm restoration of service before closure.
• Adhere to published roster and work rotational shifts within the 12x5 service window.
• Meet defined service levels and quality standards including response and resolution targets, ticket documentation, first-contact resolution and customer satisfaction.
• Use approved knowledge articles and contribute reusable troubleshooting information or identify knowledge gaps for review.
• Participate in required training, process updates and coaching sessions and maintain current knowledge of supported tools and procedures.

Conocimientos

L1 IT Service Desk support

English proficiency

Additional language (French or German)

Basic troubleshooting

Ticket management

Customer communication

Herramientas

ITSM tool

Microsoft 365

Outlook

Teams

WiFi

VPN

Descripción del empleo

Thrive IT Systems is seeking an L1 Service Desk professional who is fluent in English and either French or German to serve as the first point of contact for end users and provide basic technical support within the Service Desk function.

You will log, categorize, prioritize and update incidents, troubleshoot common issues across Outlook, Microsoft Teams, WiFi, VPN, password resets and account unlocks, and escalate unresolved items per ITIL-aligned processes to ensure a consistent, positive