IT Service Desk L1 Specialist

Quick Facts

• Role: IT Service Desk L1 Specialist (Junior/Medior/Senior)

Description

Provide first-level technical support to internal users and manage incidents and service requests in line with defined processes and standards. Diagnose and resolve problems across Microsoft Windows, Microsoft 365, user accounts and access permissions, VPN, Wi‑Fi networks, mobile devices, and standard applications while using an ITSM/ticketing system for tracking and user communication. At senior level, also mentor junior colleagues, coordinate complex incident resolution, and propose improvements to IT services, processes, and user experience.

Responsibilities

• First-line technical support for internal users

• Handle incidents and service requests following IT processes and standards

• Diagnose and resolve issues in Microsoft Windows, Microsoft 365, user accounts, access permissions, VPN, Wi‑Fi, mobile devices, and standard applications

• Work with an ITSM/ticketing system (ticket logging, documentation, and user communication)

• Collaborate with internal IT teams and external vendors on complex requirements

• Create, administer, and update operational documentation and the knowledge base

• Senior: support and provide expert guidance to junior colleagues; coordinate complex incidents/service requests; initiate improvements

Requirements

• Minimum completed secondary or university education (ideally in IT)

• English at B2 level

• Basic understanding of user account administration and access permissions, VPN, Wi‑Fi, computer networking, ITSM tools, and IT Service Management processes

• Advantage: experience with Microsoft Windows, Microsoft 365, Active Directory, Microsoft Entra ID

• Advantage: experience with PowerShell, VMware, PRTG, UC4/Automic, or Cisco CallManager

• Good communication skills, customer-oriented approach, and interest in modern IT technologies and trends

• Analytical thinking, ability to organize work, and teamwork

Benefits

• Cafeteria: CZK 10,000/year contribution for leisure activities

• Pension contribution: CZK 1,300/month

• Vacation: 5 weeks

• Christmas bonus

• Work-life balance: flexible working hours and occasional work from home

• Personal growth: opportunity to deepen professional knowledge

• Company parking and bicycle storage nearby

• Modern company restaurant with a choice of up to 6 meals per day

• Daily use of foreign languages in an international team

• Diverse and respectful culture with emphasis on safety, sustainability, and a friendly team