L1 Support Specialist

Quick Facts

• Role: L1 Support Specialist (Junior)

• Focus: Client request handling, SLA coordination, and learn-and-grow onboarding

Description

You will process client requests in JIRA Service Desk and coordinate their resolution across internal teams. Over time, you will build product knowledge in eDoCat and start handling routine client questions independently. The onboarding is structured step-by-step with mentorship during your first four months.

Responsibilities

• Communicate with clients via JIRA Service Desk, email, and phone

• Receive, categorize, and manage client requests within SLA from intake to delivery handover

• Track SLA parameters and monitor guarantee/term deadlines

• Coordinate request resolution across internal teams (development, consultants, administrators)

• Monitor agreed scope of work and communicate with the customer if scope needs to increase

• Report completed tasks and prepare materials for invoicing

• Provide administrative support to the team

Requirements

• Motivation to learn and progress in IT

• Independence, attention to detail, and strong organization

• Communicative skills and team spirit

• Confident daily use of PC tools (MS Office, internet)

• Excellent Czech (speaking and writing)

• Communicative English

• No prior experience required (graduate is welcome)

Benefits

• Friendly, non-corporate environment in an established Czech IT company

• Flexible working hours and, after onboarding, the option to work from home

• Up to 5 weeks of vacation

• MultiSport card also for family members

• Modern offices in Holešovice with excellent public transport access

• Start date possible immediately or by agreement