Job ID: 7544680003

What are we looking for?

We are looking for an experienced IT Suport Specialist - L2 to provide advanced technical support across our IT infrastructure. The ideal candidate will be skilled in troubleshooting complex system issues. You will handle escalations from L1 support, ensure system stability and security, and contribute to ongoing infrastructure improvements.

What will you do?

• Handle escalated tickets from L1 and ensure resolution within defined SLAs.
• Manage IT Asset inventory, including timely laptop delivery for new hires, pickup coordination during offboarding, and handling laptop replacement requests in collaboration with vendors.
• Track, manage, and coordinate license allocation and renewals with stakeholders.
• Administer SaaS tools such as Adobe, Microsoft Office 365, JetBrains, and others (user provisioning, license management, access controls).
• Provide advanced technical support for internal users across remote/global locations by diagnosing and resolving issues related to software, hardware, networking, and day-to-day productivity tools.
• Maintain clear, timely, and professional communication with users on ticket status and resolution.
• Troubleshoot and resolve issues on MacOS and Windows platforms with expertise.
• Provide remote support via Zoom, Slack, or other collaboration tools as required.
• Collaborate effectively with employees and stakeholders for resolution of issues wherever required.
• Manage and provide support for productivity and security tools such as GSuite, Jumpcloud, Slack, Intune, Okta, AD, 1Password, JIRA, Service Desk, Asset Management, and Confluence.
• Ensure proactive management of Incidents, Service Requests, and Tasks within SLA.
• Create and maintain Knowledge Base (KB) articles and documentation for the L1 Helpdesk team.
• Partner with cross-functional teams to deliver high-quality, customer-focused IT services.
• Take full ownership of escalated issues, including initial troubleshooting, root cause identification, resolution, and ticket dispatch when required.
• Apply ITIL-aligned practices for Incident Management, Problem Management, Root Cause Analysis, and Change Management.
• Work with ServiceDesk tools such as JIRA Service Desk (or equivalent platforms) for ticket lifecycle management.
• Manage user access controls by adding/modifying Active Directory (AD) and Okta groups.

What skills & knowledge should you bring?

• 2-4 years of customer support, technical support, system administration or related customer facing roles.
• Excellent communication skills (verbal and written)
• Expertise in the Windows as well as MacOS environment, troubleshooting and diagnosing low-level operating systems and network issues.
• Passion for solving customer issues and advocating for their success in a fast paced, highly technical environment.
• Inventory and vendor management.
• Ability to learn new technologies quickly.
• Understanding of SLAs and ensure ticket closures within defined SLAs
• Ability to work independently with little direct supervision and as a part of a team.

Skills

• Google workspace user and group management
• Hands on experience on IAM tool, preferably Okta 
• ITSM process knowledge and experience on tool like service now or JIRA service desk, Confluence
• Mac/Win troubleshooting
• Jumpcloud basics
• Slack, Intune

Why Us?

Join a cutting-edge company tackling extraordinary challenges alongside top industry talent. Enjoy flexible hybrid work in Prague (Karlin), Brno (Clubco), or remotely across CZ/SK. Only Prague-based employees are required to work from the office at least two days per week.

Competitive Benefits Package:

• Stock & Bonuses: Grant of Restricted Stock Units with a 4-year vesting plan, annual performance-based bonuses, and an employee stock purchase plan.
• Time Off & Well-being: Flexible Time Off, on top of the standard 5 weeks vacation, flexible paid sick days, fully paid Short Term Sick/Nursing Leave, 16-week parental leave, grandparent leave, and additional company holidays.
• Insurance & Health: Pension Insurance Contribution, Premium life insurance, Private medical care (for you and +1), and a Global Employee Assistance Program.
• Work Perks: Monthly meal and well-being allowance, high-end MacBook/Windows laptop, work-from-home support, and in-office refreshments.
• Growth & Community: LinkedIn Learning, internal mentoring, educational support, generous referral bonuses, and optional company events (sports, BBQs, charity).

Be part of an inclusive, innovative workplace that values belonging, flexibility, and growth!