Service Desk Engineer

Quick Facts

• Role: First-line IT support (L1)

• Main systems: Windows devices, Microsoft 365, printers/peripherals, connectivity

• Ticketing: Jira Service Management

• Support scope: PCs/laptops, meeting room audiovisual equipment, documentation/knowledge articles, IT asset records

Description

Provide reliable, user-focused first-line IT support for approximately 300 colleagues in an international scientific environment. You will handle incidents and service requests for Windows, Microsoft 365, peripherals, and connectivity, while documenting solutions and escalating when needed.

Responsibilities

• Provide first-line (L1) IT support for hardware, software, and common IT services

• Troubleshoot Windows devices, Microsoft 365 applications, printers, peripherals, and connectivity issues

• Install, configure, and prepare PCs, laptops, and other end-user equipment

• Manage incidents and service requests via Jira Service Management, including troubleshooting, documentation, and escalation

• Support Microsoft 365 services: Outlook, Teams, SharePoint

• Support meeting rooms, audiovisual equipment, conferences, and events

• Maintain IT asset records, technical documentation, and knowledge articles

• Collaborate with specialist IT teams and contribute to improving incident and change management processes

Requirements

• 1–3 years of experience in service desk, helpdesk, desktop support, or a similar IT support role

• Good practical knowledge of Windows and Microsoft 365

• Experience troubleshooting hardware, software, and basic network/connectivity issues

• Experience working with IT ticketing or service-management systems

• Structured approach to troubleshooting and ability to take ownership of technical issues

• Good communication skills to explain technical issues to non-technical users

• Good spoken and written English

• Fluency in spoken and written Czech

• Willingness to learn and develop technical and service-management skills

Benefits

• Attractive remuneration package suited to education and experience

• Stimulating, diverse environment in a cutting-edge international research facility

• Friendly workplace with a positive impact on society

• Opportunities for professional growth and skill development

• Full-time employment with flexible working hours

• 5 weeks of holidays and 6 days of personal leave

• Meal allowance, pension contribution, Resaver pension fund, and other benefits