On-site Technical Analyst L1 (German Speaker, Onsite)

D-ploy is an IT and Engineering Solutions company with operations throughout the EMEA region including Switzerland, Germany, Czech Republic, Austria, UK, as well as the USA.

We pride ourselves on delivering innovative and superior services and solutions to numerous industry-leading clients. By building relationships and trusted partnerships within the IT community, we optimize our customer‘s IT productivity and contribute to the organization’s success and value.

We are interested in talking to engaging, flexible, and solution-oriented individuals who are looking to become a part of a dynamically growing and international organization. We are focused on creating value where IT counts, join us!

The Technical Analyst is in charge of receiving and addressing end user queries. They are responsible for accepting, analyzing, categorizing, prioritizing, and resolving or reassigning incoming incidents, change requests, and information requests.

Task and Responsibilities:: 

• Respond to end user administrative and technical inquiries by utilizing existing knowledge in the knowledge database or consulting with subject matter experts.
• Provide assistance with administrative, technical, and troubleshooting tasks related to computer hardware and software, mobile devices, and peripherals.
• Document all incoming queries, ensure timely updates in tickets, and communicate with end users to ensure satisfactory resolutions.
• Process end user queries submitted through various channels, including answering calls using a software telephony system and handling tickets in an ITSM tool.
• Manage tickets by accurately recording incidents, requests, and tasks in terms of description, updates, and resolutions.
• Provide feedback on the status of the knowledge database and ensure accurate ticket records to facilitate knowledge creation and sharing.
• Deliver exceptional customer service by providing professional and polite answers and assistance.
• Assist end users with basic instructions on standard software and tools.
• Offer support through remote desktop tools to provide remote desktop assistance.
• Create, modify, and disable user accounts in accordance with policy as part of user administration.
• Handle password resets and account unlocks in different systems.
• Provide support to users in the installation, configuration, and troubleshooting of standard office software available in the self-service portal, such as Windows OS, MS Office, Adobe, VPN clients, multifactor authentication, and antivirus.
• Assist with e-mail configuration, including setting up e-mail accounts, shared mailboxes, and basic troubleshooting of e-mail clients on desktop and mobile devices.
• Troubleshoot browser issues by checking for updates, add-ins, and addressing history and cache according to best practices.
• Address network connectivity issues on a best-effort basis, including wired and wireless issues.
• Escalate more complex or sensitive issues to the escalation team or corresponding L2 and L3 resolver based on categorization and priority.

1. The candidate must be physically located at the D-ploy office in Prague
2. Experience in L1 IT support is preferred, and advanced L2 technical skills are a plus
3. Good problem-solving and analytical abilities are necessary
4. Strong communication skills are required
5. Attention to detail and the ability to prioritize tasks are essential
6. The candidate should be able to work independently and follow direction and best practices
7. Strong planning and organizing skills are required
8. The candidate should have a supportive and team-oriented personality

• Broad range of activities, tasks, and projects
• Flexible working conditions
• Minimum 5 weeks of vacation
• Paid sick days
• Meal vouchers
• Vouchers (B-day voucher, wedding, and new born surprise)
• Contributions to wellness programs (multisport card)
• Fishing for Friends program – our referral program
• Refreshments in the D-ploy office
• Further development and professional advancement
• Friendly and international working environment
• Company-sponsored events
• Competitive salary and various benefits

Is IT in your DNA?