IT Support Specialist (L1/L2)

Quick Facts

Support users and clients for everyday IT operations across endpoints, Microsoft 365, printing, and basic networking.

Description

You will provide L1/L2 IT support by phone, email, remotely, and on-site. The role includes helpdesk ticket handling, endpoint setup (install/configure and onboarding/offboarding), basic infrastructure monitoring and escalation to L2/L3.

Responsibilities

• Provide L1/L2 support to users and clients (phone, email, remote, in person)
• Receive, record, classify, and resolve requests in a helpdesk system
• Handle common incidents: Windows, Microsoft 365, Outlook, Teams, printers/peripherals, connectivity, VPN, Wi‑Fi, passwords and access
• Install, configure, and hand over laptops, PCs, mobile phones, and other endpoint devices
• Support onboarding/offboarding processes (prepare devices, accounts, and access)
• Perform basic infrastructure monitoring and respond to monitoring
• Escalate more complex requirements to L2/L3 colleagues and collaborate with senior specialists
• Occasionally travel to clients in Prague and nearby areas
• Document actions, maintain guides, and share knowledge in the team

Requirements

• Interest in IT support and willingness to learn new topics
• Knowledge of Windows 10/11 and routine work with Microsoft 365 and Office
• Basic orientation in IT hardware (notebooks, PCs, printers, monitors, docking stations, peripherals)
• Basic orientation in networks: TCP/IP, DNS, DHCP, VPN, and Wi‑Fi
• Ability to communicate clearly with both technical and non-technical users
• Independence, carefulness, reliability, and responsible approach
• Willingness to work in shift mode Mon–Fri within 7:00–18:00
• Driving license category B and willingness to occasionally travel to clients

Benefits

• Stable employment in a Czech company
• Friendly team and knowledge sharing
• Training and an onboarding/adaptation plan
• Diverse work (not repeating only one type of request)
• Growth path from L1 toward L2, infrastructure, Microsoft technologies, and customer environments
• Professional education and training from experienced colleagues
• Opportunity to contribute to service development and process improvement
• Work with modern technologies and real customer environments
• Performance-based motivation system
• Meal allowance via Edenred meal card
• Modern equipment including a laptop and mobile phone
• Competitive compensation based on experience and independence level
• Edenred Benefits
• Multisport card
• For candidates outside Prague: contribution to temporary accommodation transfer or help securing accommodation