IT Support Technician (L1 Helpdesk & Field Support)

Quick Facts

• First-line support for users and operations (phone and on-site)
• Helpdesk incident handling in GLPI
• Field troubleshooting for hardware and network outages
• Basic administration in AD and Microsoft 365
• On-call rotation and escalation support

Description

You will be the first point of contact for users and operations when hardware and network problems occur, supporting them by phone and with on-site visits. The role includes taking and documenting requests/incidents in GLPI, handling common network equipment outages (switches, Wi‑Fi access points, UPS, cabling), and performing workstation setup plus basic AD/Microsoft 365 administration. You will also support business system continuity for WMS/ERP (Sistore, QI) during outages and maintain records of interventions and hardware status.

Responsibilities

• Provide phone and hotline support: receive, log, and resolve requests and incidents in GLPI
• Conduct field trips to warehouses, branches, and pharmacies for hardware and network device failures
• Diagnose and resolve outages of network components (switches, Wi‑Fi access points, UPS) and verify cabling and connectors
• Install and configure workstations; set up users; perform basic administration in AD and Microsoft 365
• Provide basic support for WMS/ERP operations (Sistore, QI), deploying fallback/backup solutions during system outages
• Participate in on-call support per schedule and cooperate with the technical support lead on escalations
• Keep evidence of interventions and maintain internal documentation for HW status

Requirements

• Basic hardware knowledge (PC, laptops, peripherals) and a willingness to learn onsite diagnostics and repairs
• Orientation in network elements (routers, switches, Wi‑Fi access points) is a plus (not mandatory)
• Willingness for regular trips across the Czech Republic and a valid driver’s license class B
• Independence, reliability, and calmness when responding to operational outages under time pressure
• Communication skills and a helpful, user-focused approach by phone and in person
• Experience in IT support/service is an advantage (will be trained)

Benefits

• Salary: 40,000–50,000 CZK per month based on experience
• Thorough onboarding and training on sites and systems (Sistore, QI, GLPI, AD, Microsoft 365) and typical failure scenarios
• Company vehicle and equipment for field assignments
• Supportive team environment and clearly defined escalation procedures
• Stable employment within a company with its own internal IT team