IT Support Specialist (L2)

Quick Facts

• Role: IT Support Specialist (L2)

• Focus: L2 technical support for e-commerce and warehouse systems, including incident analysis and coordination

Description

You will take ownership of L2 technical support for e-commerce and warehouse systems. The work includes analyzing incidents, reproducing errors, identifying likely root causes, preparing technical inputs for the development team, and improving support over the long term. You will also work on recurring incidents and contribute to documentation/knowledge base as capacity allows.

Responsibilities

• Analyze reported incidents and requests

• Reproduce errors and identify possible causes

• Resolve requests that can be closed at the L2 support level

• Prepare high-quality technical specifications for the development team

• Document steps to reproduce and expected system behavior

• Collaborate with project managers and developers

• Monitor response times, processes, and KPI performance

• Record and evaluate client requests

• Identify common causes behind recurring incidents and propose elimination through product or process improvements

Requirements

• Prior experience in technical support (software company, IT agency, ERP, or e-commerce; L2 experience preferred)

• Basic understanding of the software development lifecycle and how analysis, development, testing, and deployment connect

• Ability to work with complex, interconnected systems and analyze problems systematically

• Strong communication skills; can communicate clearly and professionally with logistics/operations managers and e-shop owners during operational disruptions

• User-level knowledge of Jira and Slack; Google Workspace knowledge

• Ability to work with system logs; basic understanding of databases is a plus

• Ability to describe technical problems in a structured way and consistently follow up on open tasks

• Initiative and willingness to improve support processes

Benefits

• Compensation: 42,000–52,000 CZK depending on experience and competence

• Employment form: HPP; external cooperation possible (IČO)

• Work model: on-site, hybrid, or remote

• 20 days paid leave

• 3 sick days

• Flexible working hours (standard availability approx. 8:00–16:00 per customer needs)

• Contribution to sports activities or education

• Company laptop and phone

• Parking at the office; option to bring a dog to the office

• Team-building events and company activities

• Opportunities for further growth into project management, business/process analysis, or product/technical development