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Currently open position
Junior IT Support - 1st level / Help Desk Operator
Are you passionate about IT and eager to learn new things? At Sympulse, we are expanding our user support team (Help Desk), which serves as the first point of contact for IT support, ensuring smooth IT operations by assisting end users. We are currently looking for a skilled specialist to provide technical support, resolve issues, and escalate more complex cases when necessary.
Location
Prague
Job
Full time
Required Skills
Seniority Level
Junior
Required Languages
Czech (Advanced), Slovak (Advanced), English (Beginner)
Key Skills
Windows, JIRA, Mac OS, Help Desk Support, SLA management
Additional Skills
DNS, VPN, Office 365
Your Responsibilities
- Responding to incoming IT support requests via email, phone, or Service Desk tools.
- Logging and verifying the category and priority of incidents and service requests.
- Resolving technical issues within the scope of L1 support.
- Escalating unresolved incidents to second or third-level support teams and collaborating with other IT teams to ensure timely issue resolution.
- Diagnosing hardware, software, and network issues, assisting with password resets, account unlocks, access provisioning, and software installations.
- Keeping users informed about the status of their requests (tickets) while providing professional customer service.
- Updating and maintaining knowledge base records and other IT systems.
- Adhering to established service level agreements (SLA).
What You Need to Get Started
- Completed secondary education, ideally in a technical field.
- At least 1 year of experience in user support (Help Desk/Service Desk/24/7 support).
- Knowledge of Service Desk tools (e.g., Jira) and network concepts (IP, DNS, VPN…) is an advantage.
- Strong sense of responsibility, attention to detail, and adherence to shift schedules.
- Professional communication skills with both the team and customers.
- Basic knowledge of Windows, macOS, MS Office, and common software tools.
- Proficiency in Czech or Slovak (B2 level).
- Basic English skills for reading and writing technical documentation and email communication (A2 level).
Your Goals for the First 3 Months
- Familiarize yourself with all activities and processes of the Service Desk and master the Help Desk systems (Jira).
- Approach work proactively and with the highest level of professionalism and responsibility.
- Understand the principles of SLA.
- Independently resolve uncomplicated requests and actively collaborate with senior colleagues on more complex cases.
- Be prepared to be on-call 24/7 one week per month.
What Sympulse Offers
- A fixed-term contract for 1 year with the possibility of extension to an indefinite period.
- Further development and career growth within the Help Desk and ICT team.
- Annual bonus equivalent to one month’s salary, 5 weeks of vacation, 2 sick days, and meal allowance.
- Flexible working hours (Monday-Friday, 7 AM-3 PM or 9 AM-5 PM, rotating weekly, with team agreement).
- Partial remote work option after the probation period, subject to team lead approval.
- Friendly work atmosphere and modern office environment at Brumlovka, including standing desks, shared parking (car and bike), showers, terraces, snack bar, and office coffee.
- Company-provided laptop, mobile phone with unlimited data, and all necessary work equipment.
Hello!
Let’s work together 🙂
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None of the positions suit you?
We’re always looking for talented people. Send us something about yourself along with your CV at hr@sympulse.cz
