Senior Analyst IT Help Desk/Onsite Support, Prague

Senior Analyst IT Help Desk/Onsite will be responsible for providing L1/L2 IT support to sites in Czech Republic, Slovakia, Poland, Hungary and Croatia. This includes PC hardware and software support, server management and maintenance, application support and local telecommunications support. Candidates will be using, developing, promoting and monitoring the appropriate IT standards, documentation, and procedures, assist with overall planning of changes and implement them at respective site(s).

Job Description:

Installs, configures, deploys and maintains computers and related peripherals, including printers, multifunction devices, beamers and other relevant hardware
Configure and troubleshoot mobile devices such as cell phones, smart phones, broadband cards and tablets
Configures and deploys IP phones including configuration and maintenance on PBX side
Resolves L1/L2 issues, escalates L3 issues to expert groups and external vendors, cooperates with them on troubleshooting and assists where required
Provides on-site support for 2 sites in Prague and remote support to locations in Poland, Hungary, Croatia and Slovakia, as well as support for travelling users and guests from other countries and locations
Creates and maintains site specific policies and standards
Coordinates procurement of IT hardware and accessories
Tracks and maintains IT hardware and software assets inventory
Maintains backup and tape storage
Participates and occasionally leads department specific projects, i.e. site moves, infrastructure deployments, application/system implementations, etc., both within scope of Central Europe sites and on the regional (EMEAI) level
Participates in process improvement projects and projects lead by other departments


SKILLS AND EXPERIENCE:

Minimum 3 year experience in L2 end user support in environment using Microsoft Operating Systems
Excellent knowledge of Windows based desktop OS and computer hardware
Great network troubleshooting skills including hands-on experience with TCP/IP, DHCP, DNS, SNMP, network monitoring tools, switches, WAN/LAN support etc. Advanced knowledge of how infrastructure systems and services work and how relate to each other is required. Will NOT be asked to configure or deploy DNS/DHCP servers, configure switches, routers, etc. WILL BE asked to troubleshoot all IP addressing issues, name resolution issues, non-responsive devices, network conflicts, connectivity issues, etc.
Knowledge of Active Directory covering all L2 support activities. Will NOT be asked to design/deploy AD structure, etc. WILL BE asked to create groups, configure users, understand object parameters, make queries, etc.
Knowledge of Windows Server required for general maintenance and initial troubleshooting. Will NOT be asked to configure servers, resolve complex issues, perform advanced troubleshooting, etc. WILL BE asked to assist with deployment using unattended tools, monitor health of servers, manage files and applications located on servers, manage permissions, configure and manage printers, print queues, etc.
General knowledge of desktop imaging (MDT) and application deployment (SCCM) systems to be able to troubleshoot client side issues. Will NOT be asked to deploy MDT/SCCM servers or services, create new packages, etc. WILL BE asked to resolve any issue related to package not being installed on client computer, PC not reporting to SCCM server, initial troubleshooting when unable to boot into MDT environment, etc.
Hands-on experience with backup systems and tape usage. Will NOT be asked to install application, configure media pools, backup sets, etc. WILL BE asked to troubleshoot all job related issues, failed backups, stuck jobs, etc.
Experience with ticket based incident management systems to track support activities
Microsoft suite specialist (Excel, Word, Outlook, OneNote, OneDrive)
Microsoft SharePoint knowledge typical for advanced user
Czech both written and spoken (C2/native speaker)
English both written and spoken (min. B2, preferably C1/2)
Ability to take initiative, plan ahead and manage time efficiently
Ability to prioritize issues and tasks and understand how they relate to the needs and priorities of each business site
Ability to work autonomously in a fast paced and diverse environment of customer operations sites, remote sites, manufacturing sites and distribution centers
Strong analytical thinking required to troubleshoot wide range of issues
Creative and detail oriented
Dedicated to quality, customer service and continuous improvement
Good communication skills required to express thoughts, ideas, and concerns both orally and in written. Able to produce clear, concise communication towards end users, business partners, project leads, L1 helpdesk and L3 support groups in multicultural and multinational environment.
Good interpersonal skills
Available for travel in EMEA when required
Driving license B and active driver

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