IT Support Specialist (L1)

Quick Facts

• Role: IT Support Specialist (L1)
• Focus: International customer support for applications and services (DACH, UK)
• Work schedule: Two shifts, Monday–Friday
• Location: Prague

Description

You will be the first contact for customers handling technical requests and incidents for international applications and services. Perform L1-level diagnostics and attempt to resolve issues, then escalate more complex cases to L2 with clear details of what you already tried. Stay in communication with the customer until the incident is resolved and closed, documenting steps and solutions in a knowledge base.

Responsibilities

• Be the first point of contact for customers
• Communicate via ticketing system, phone, and email
• Run basic diagnostics and resolve issues at L1 level
• Hand over complex cases to L2 with findings and tests performed
• Coordinate with customers until incident closure
• Maintain and update the knowledge base and document resolutions and procedures
• Collaborate with other technical and operations teams

Requirements

• English: excellent proficiency, at least C1 (used daily)
• Czech: native-speaker level
• Basic IT orientation (not required to be an experienced IT technician)
• Strong communication skills and customer-oriented approach
• Logical problem-solving and proactive escalation
• Willingness to learn and expand technical knowledge
• Experience in IT support or customer service is a plus

Benefits

• Unlimited vacation
• 30,000 CZK birthday bonus
• Meal voucher allowance: 100 CZK per worked day
• Flexi Benefit: 2,300 CZK/month (cafeteria, Multisport, pension/life insurance, or investments)
• Shell card (fuel and service discounts)
• Medical advisory and assistance services (including for family)
• Professional development and language courses
• Partner discounts (e.g., electronics/IT products, travel, theater, telecom)
• 2 volunteer days
• Anonymous psychological counseling
• Preferential mobile plans also for family members
• Office environment with in-house gym and a cafeteria