1st/2nd Level Support Analyst

Quick Facts

• Role: 1st/2nd Level Support Analyst
• Support languages: Czech and English
• Ticketing/monitoring: ServiceNow and device monitoring (RSM CZ)

Description

You will provide 1st/2nd level IT support for users, including remote troubleshooting, ticket intake, and detailed documentation of incidents and solutions in a knowledge base. You will also monitor supported devices, diagnose issues, and resolve them according to escalation procedures. The role includes ongoing night on-call coverage during the week (with a day off during the week).

Responsibilities

• Administer and resolve 1st/2nd level support cases in Czech and English
• Provide remote user support via TeamViewer
• Receive and record service reports; describe problems and solutions for reuse in the knowledge base
• Monitor supported devices in the RSM CZ Monitoring Center, diagnose issues, and address incidents per escalation procedures
• Work with Microsoft products such as Active Directory, Azure, M365, SharePoint, and MS Teams
• Handle requests in the ServiceNow ticketing system
• Collaborate with 2nd and 3rd level support teams
• Participate in regular night on-call coverage across the week (day off included)

Requirements

• Secondary education; IT education is an advantage
• Knowledge of the Microsoft environment
• Intermediate English proficiency
• Strong communication skills and attention to detail
• Stress resilience and willingness to participate in on-call duty
• Ability to assess requests and set priorities
• Ability to independently find solutions
• Experience is an advantage (including experience gained during studies)

Benefits

• Multisport card with employer contribution
• Cafeteria allowance up to 1,200 CZK per month
• Meal voucher lump-sum
• Discounted mobile plan
• Interest-free employee loan
• Annual and quarterly bonuses
• 5 weeks of vacation
• Refreshments at the workplace (coffee, fruit, etc.)