Technical Support Specialist

About the role

D-ploy is an IT and engineering solutions company operating across the EMEA region, including the Czech Republic. It is looking for a Technical Support Specialist in Prague to support IT tools for end users and IT project owners, acting as a liaison between clients and the resolver teams and handling incidents and requests.

Key responsibilities

• Support IT tools for end users and IT project owners
• Act as liaison between the client and the appropriate resolver teams
• Create and manage IT platforms on behalf of users and resolver teams
• Provide the initial response within the agreed process and SLA
• Perform fault isolation and escalate tickets to other support teams when necessary
• Handle on-site incident and request resolution and close tickets
• Use collaboration tools such as Microsoft Teams and webcasting
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Required profile

• 2+ years of experience in service desk, IT support centre or 1st/2nd line support
• Fluent English and Czech or Slovak (spoken and written); German is a plus
• Ability to perform remote troubleshooting and give clear instructions
• Excellent problem-solving, multitasking and customer-oriented attitude with good communication skills
• Candidates must declare a criminal record extract not older than three months

Required skills

• Working knowledge of office automation products and commonly used software
• Hands-on experience with Windows, Linux and Mac OS environments

What we offer

• Broad range of activities, tasks and projects
• Flexible working conditions
• At least 5 weeks of vacation and paid sick days
• Meal vouchers and birthday, wedding and newborn vouchers
• Contributions to wellness programs (multisport card)
• Fishing for Friends referral program and refreshments in the office
• Further development, professional advancement and company-sponsored events
• Competitive salary and friendly, international working environment