Onsite Desktop Support Engineer

Quick Facts

• Role: Onsite Desktop Support Engineer

• Work model: Onsite, 5 days/week at the Prague office

Description

You will provide front-line day-to-day IT support for end users in Prague, ensuring smooth daily operations by identifying, researching, and resolving technical issues through the service desk. Responsibilities include ticket handling, SLA compliance monitoring, user account administration, hardware and software support (including remote assistance), and maintaining/updating the service desk knowledge base. The role also includes asset management, coordinating with third-party suppliers, and supporting data center hardware/physical infrastructure and server lifecycle operations.

Responsibilities

• Solve and handle incoming service desk tickets
• Monitor SLA compliance within the department
• Resolve issues or escalate in a timely manner
• Provide IT support for hardware and software, including remote assistance
• Perform user account administration in various systems
• Review and update the service desk knowledge base
• Manage and track IT assets
• Coordinate with third-party suppliers as needed
• Support data center hardware & physical infrastructure and data center operations/maintenance
• Contribute to server lifecycle management, monitoring, documentation, and inventory
• Coordinate and communicate with QA and DEV teams

Requirements

• 3–5 years of previous IT service desk experience (preferably enterprise)
• Fluent English and Czech (B2+), written and verbal
• Ability to manage multiple tasks and real-time support issues
• Proactive, high-quality customer service mindset; able to work under pressure and independently when needed
• Active Directory experience (create accounts, distribution lists, password resets, account unlock)
• Experience with a ticketing system such as ServiceNow or similar
• In-depth knowledge of Microsoft desktop operating systems, particularly Windows 11
• In-depth knowledge of macOS
• In-depth knowledge of MS Office products
• Ability to work independently and in a collaborative team
• Strong customer service skills to support diverse, non-technical users

Benefits

• 25 vacation days, 4 sick days, 21 paid medical leave days, plus 4 extra global self-care days and 24 paid volunteer hours annually
• Premium private medical insurance for employees and dependents
• Daily meal vouchers (180 CZK per working day)
• Flexible cafeteria platform with lifestyle benefit options
• Multisport Card for gym and wellness (family add-on options)
• Annual public transport reimbursement up to a set limit
• Corporate mobile plan with optional family tariff
• Learning and growth opportunities via on-demand libraries, mentoring, workshops, and events