Service Desk Agent L1

Summary

Join D-ploy, an IT and Engineering Solutions company with EMEA and USA operations, as a fully remote (within the EU) night-shift IT support specialist based in Prague. You will provide technical assistance, meticulously document issues, manage ticket backlogs, and collaborate with global teams. The role requires fluency in German and English, strong problem-solving skills, and attention to detail. D-ploy offers flexible working conditions, generous vacation time, paid sick days, meal vouchers, wellness program contributions, and opportunities for professional development within a friendly international environment.

Requirements

• Fluent German and English
• Candidates have to declare Criminal record extract not older than three months

Responsibilities

• Provide technical and troubleshooting assistance related to computer hardware and software, mobile devices and other tech tools and products
• Meticulous documentation of end user issues in ITSM tool
• Adherence to processes and knowledge documents
• Ticket backlog management
• Continuous service improvement activities – knowledge script creation, training document updates etc
• Close collaboration with Onsite IT technicians from all over the world
• Work outside of standard business hours and on weekends

Preferred Qualifications

• Other languages are advantage
• Advanced MS Office apps knowledge
• Strong problem solving/analytical abilities
• Good communication skills
• Attention to detail and ability to multi-task
• Ability to work independently and effectively
• Readiness to follow direction and best practices
• Planning and organizing skills
• Team player and supportive personality

Benefits

• 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