L1 Support Specialist

Quick Facts

• Role: L1 Support Specialist (1st Level Support)
• Primary focus: JIRA ticket intake, administration, and incident coordination with 24/7 on-call coverage
• Languages: English (min B1)

Description

You will be responsible for receiving, processing, and routing tickets in JIRA, including maintaining 24/7 on-call duty on the internal hotline line. You will also handle basic application and platform monitoring, coordinate incident management, and manage tickets with third-party partners. Additional responsibilities include administering Hotline call information and continuous learning across ICT, Web, and SAP streams.

Responsibilities

• Receive and administer tickets in JIRA
• Administer simple tasks assigned by users
• Ensure compliance with SLA for JIRA tickets
• Provide 24/7 on-call (hotline) coverage
• Perform basic application and platform monitoring
• Coordinate incident handling when incidents occur
• Maintain the Hotline calls database and resolve issues reported to the hotline
• Continuously expand knowledge within ICT, Web, and SAP streams

Requirements

• Interest in technology
• Ability to understand basic IT concepts and functions
• Professional and friendly communication; ability to understand employee needs and problems
• Excellent communication skills
• Secondary school education
• English at least B1

Benefits

• 5 weeks of vacation
• Employee discounts on Košík.cz merchandise
• MultiSport card, Makro card, and corporate Zoo card
• Training and career growth opportunities
• VIP prices on selected partner e-shops
• T-Mobile plans
• Contribution toward foreign language learning
• Bonus for years worked
• Company events and team building
• Fresh fruit daily and occasional product tastings
• Modern offices by A metro station (Dejvická)