2nd Level IT Support with German - day-time shifts!


Place of work
Prague 4, Czechia
Contract type

Information about the position

Job description, responsibilities and duties

What is about pursuing your career and expanding your skills in IT? The role of the 2nd Level IT Helpdesk is ideal for candidates with some relevant experience wishing to move to the next level. Moreover, you will practice German and English on a daily basis + will work in the multicultural environment communicating with people from different countries. This great opportunity is open at the stable IT company with a headquarter in the USA and with one of the biggest offices in Prague 4 Pankrac. The company provides IT solutions for its clients worldwide.

About the job:
• Provide IT Remote Support for applications on desktops and laptops, including Windows OS, Microsoft Office, Lotus Notes, SCCM, Active Directory Citrix and more, maintain standard software configurations, including loading and configuring applications.
• Troubleshoot intermediate to complex local area network (LAN), SSL VPN and Network Share connectivity issues, install and configure local and network printers. Mobile device support also included.
• Accept Hand-off transfers and requests via Call Tracking tool from the Service Desk Analyst Level I, and/or internal transfers from Workflow agents.
• Resolve incident/service requests by performing secondary troubleshooting as per skill sets and Knowledge Tool instructions. Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are resolved appropriately.
• Monitor requests within the Call Tracking Tool and respond as needed to close, update, or re-assign tickets as needed.
• Provide training for new hires and Level 1 agents about procedures, troubleshooting and technical issues and assist in Level 2 to Level 1/0 knowledge transfer.
• Interfaces with end users to resolve moderately complex problems concerning system functions reported through a problem ticket. Assesses diagnostic information and determines alternatives. May recommend process changes. Communicate gaps in knowledge for current issues to management.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Salary information

45000-50000 CZK + really rich package of benefits!

Employee perks, benefits

• Attractive remuneration (45.000-50.000 CZK/month Brutto depending on experience)
• A rich package of benefits (5 weeks of vacation, sick days, meal vouchers, cafeteria system, multisport card, public transport ticket, pension and life insurance, mobile phone and tariff, etc)
• Work in a leading company with a world-known name
• An amazing feeling of helping people
• Daily use of foreign languages
• Work in the international team

Company on whose behalf the position is being filled

Information technology, computer programming, web portals

Leader in IT solutions for 60+ years whose global talent, leading digital IT services and solutions network help clients transform digitally and seize opportunities for better business outcomes.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

IT, Helpdesk, Customer Support, Customer Care, Customer Servise, SDA, Service Desk Analyst, Service Desk Operator

Language skills

German - Advanced (C1) and English - Advanced (C1)

The position is suitable for a fresh graduate


Personality requirements and skills

• Native German-speaker or C2 Certificate + good English
• Very good technical skills
• 1+ year of technical customer support experience or other IT background
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy


Brief description of the company

Experis is dedicated to connecting talented individuals with businesses and opportunities across a number of professional sectors, including IT, Finance, Engineering and Healthcare. We will work with over 80 percent of the Fortune Global 500 providing you access to a huge network of opportunities. Our consultants have deep industry knowledge and understand the challenges you’re facing. We’ll connect you to the roles that can help you accelerate your career.

The company is a holder of a licence to offer recruitment services.

Number of employees

50-99 employees

Company address

Na Florenci 2116/15
110 00 Praha 1
ID: 3622501   Datum zveřejnění: 15.3.2019   Základní složka mzdy (brutto) a další odměny:   45000-50000 CZK + really rich package of benefits!