Internal IT Users Support Technician

Quick Facts

• Role: Internal IT Users Support Technician (First/Second-line IT Support)

• Support coverage: Onsite and remote; fully office-based with option to work from home once per week after probation

Description

Provide first- and second-line IT support, resolving incidents and service requests efficiently with a strong focus on first-contact resolution and accurate ticket documentation. Troubleshoot and support end-user devices, operating systems, software, hardware, printers, peripherals, and network connectivity across onsite and remote environments. Manage incident triage and escalation, and coordinate with specialized support teams as needed.

Responsibilities

• Deliver first- and second-line IT support for incidents and service requests

• Troubleshoot end-user devices and environments (OS, software, hardware, printers/peripherals, networking)

• Perform incident triage and escalation with timely resolution coordination

• Configure, provision, and support desktops, laptops, mobile devices, and enterprise technologies (deployments, system imaging)

• Support IT operations through maintenance, hardware upgrades, and improving technical documentation and support processes

Requirements

• Czech and English fluency at professional working proficiency (C1 or higher preferred)

• 2+ years of enterprise IT support experience with hands-on troubleshooting

• Strong knowledge of Windows, ChromeOS, and Apple devices

• Experience with Microsoft Active Directory administration, user account management, and access provisioning

• Strong problem-solving, communication, and customer service skills (explain technical topics to non-technical users)

• Collaborative mindset; ability to prioritize and meet service level commitments

Benefits

• Fully office-based role with possibility to work from home once a week after probation period