Information Technology Support Specialist

About the role

The IT User Support Specialist will be the first point of contact for end‑user incidents and service requests, providing remote troubleshooting and ensuring high‑quality customer service. The role is hybrid, based in Brno with the flexibility to work partly from home.

Key responsibilities

• Receive, log and manage tickets via phone (≈40 calls/day) and email.
• Provide 1st‑line remote support for devices, networks, applications and peripherals.
• Prioritise incidents by impact and urgency, selecting appropriate severity levels.
• Own user problems, follow up status and communicate progress promptly.
• Create and update support documentation and knowledge‑base articles.

Required profile

• Excellent written and verbal communication in French and English.
• Strong active listening, ability to work independently.
• Basic understanding of computers, networks, software, mobile devices and cloud technologies.
• Ownership, responsibility and critical thinking.

Required skills

• Password reset procedures.
• Software installation on end‑user devices.
• General user management tasks.

What we offer

• Hybrid work model with modern Brno office facilities.
• Performance bonus, night‑shift compensation and holiday pay.
• Meal allowance, Multisport and benefit cards.
• 25 days paid leave, organized training and upskilling courses.
• Relocation package, expat assistance and team‑building activities.