IT Helpdesk Specialist (L1/L2)

Quick Facts

• Role: IT Helpdesk Specialist (L1/L2)

• Focus: End-user support, L2 involvement, device/admin tasks, and basic server/network troubleshooting

Description

You’ll be the first contact for users when something isn’t working, solving everyday IT issues and progressively taking ownership of more complex L2 topics. The role includes device installation and setup, administration of Active Directory and Microsoft 365, working with Group Policy and SharePoint permissions, and ticket-based support. You’ll also perform basic network troubleshooting (VPN/Wi‑Fi/connectivity) and assist with Windows Server application monitoring and log-based troubleshooting.

Responsibilities

• Act as first-line support for user requests and incidents

• Troubleshoot common hardware/software issues, access problems, printers, and applications

• Gradually handle L2 support scope, including authentication/login and configuration issues

• Install and prepare IT equipment (laptops, workstations, peripherals)

• Manage accounts and access in Active Directory and Microsoft 365

• Use Group Policy and resolve login/configuration problems

• Support SharePoint access and team sites

• Work in a ticketing system

• Perform basic network troubleshooting (VPN, Wi‑Fi, connectivity)

• Monitor Windows Server application availability, review logs, resolve basic issues, and escalate complex incidents to L2/L3

• Occasionally visit a site for printer/workstation support

• Participate in a fair 24/7 on-call rotation

• Manage IT assets (tracking what equipment is where)

Requirements

• Experience with IT support (L1 or similar)

• Comfort with Windows and a basic IT environment

• Knowledge of Active Directory and Microsoft 365, plus some networking fundamentals

• Strong user communication skills

• Willingness to learn and advance beyond repetitive L1 tasks

• English proficiency for basic professional communication (minimum B1)

• Driver’s license

Benefits

• Real path from L1 into L2 responsibilities

• Hands-on learning and room to adopt new technologies

• Combination of office and field work (no routine-only role)

• Work with a modern Microsoft-focused stack (Microsoft 365, cloud, automation)

• Supportive team and fair on-call sharing

• Compensation aligned with your skills and results

• Company laptop and mobile phone

• Company events, meal allowance, Aquapalace Čestlice entry, and additional benefits