1st Line Support Analyst/Engineer with German

Atos SE; Town of Poland (NY); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Structured onboarding and training

Access to learning platforms

Private medical care and benefits platform

Job summary

Atos SE is seeking a 1st Line Support Analyst/Engineer in the Town of Poland, NY. The role serves as the first point of contact for users, providing basic IT support in both German and English. In this entry-level position, candidates will engage in hybrid working arrangements while developing their technical skills.

Key responsibilities include incident management and resolving user issues, with opportunities for career progression towards 2nd Line Support. A positive attitude and commitment to quality customer service are vital.

Qualifications

• Entry-level candidate or career starter with strong language skills.
• Calm, patient and solution-oriented attitude.
• Open to learning and continuous development.

Responsibilities

• Act as the first point of contact for end users via phone, email, chat or ticketing system.
• Provide basic technical support and guidance for IT-related issues.
• Register, track and update incidents and service requests.

Skills

German language proficiency: B2+/C1 (spoken and written)

Customer-oriented mindset and strong communication skills

Willingness to work in a shift-based model

Interest in IT and motivation to build a career in technical support

Job description

1st Line Support Analyst / Engineer with German

Location: Poland (hybrid)

Responsibilities

• Act as the first point of contact for end users via phone, email, chat or ticketing system
• Provide basic technical support and guidance for IT‑related issues
• Register, track and update incidents and service requests in line with SLA procedures
• Perform initial issue analysis and troubleshooting (software, access, basic hardware issues)
• Escalate more complex cases to 2nd line support when needed
• Communicate clearly and professionally with users in German and English
• Ensure a positive user experience through a helpful and service‑oriented approach

Hybrid Working Model

• Hybrid and employee‑friendly approach
• Office presence is flexible
• The number of on‑site days depends on the distance from the office

Shift Work Model

• This is a shift‑based role
• Night shifts may be required, depending on the project and customer support needs
• Shift schedule is communicated in advance

Required Skills

• German language proficiency: B2+/C1 (spoken and written)
• Willingness to work in a shift‑based model, including night shifts if required
• Customer‑oriented mindset and strong communication skills
• Interest in IT and motivation to build a career in technical support
• Ability to follow procedures, prioritize tasks and work in structured environments

Nice to Have

• First experience in Service Desk / IT Support / Customer Support
• Basic knowledge of Windows, MS Office or IT systems
• IT education, courses or certifications (e.g. ITIL – nice to have)
• Experience working in an international or corporate environment

Candidate Profile

• Entry‑level candidate or career starter with strong language skills
• Calm, patient and solution‑oriented attitude
• Open to learning and continuous development
• Team player who values collaboration and clear communication
• Reliable, organized and comfortable working in a shift environment

Benefits

• Great entry point to an IT career – no advanced technical background required
• Structured onboarding and training, including IT basics, processes and tools
• Language practice on a daily basis – German and English in real business scenarios
• Clear development path – opportunity to grow towards 2nd Line Support or other IT roles
• Supportive team environment – you will always be able to count on help from more experienced colleagues
• International work environment with exposure to corporate IT standards
• Hybrid working model with a flexible and employee‑friendly approach – on‑site presence is adjusted based on your distance from the office
• Access to learning platforms, trainings and certifications (e.g. ITIL, technical & language courses)
• Predictable schedule within structured shifts
• Wellbeing initiatives & work‑life balance programs
• Private medical care and benefits platform

The company follows an equal opportunity policy and does not permit any form of discrimination. Employment decisions are based solely on skills and qualifications.