24/7 Service Desk Specialist

As our Support Center Specialist you'll be part of our Aeven Service Support Center in Prague, speaking English in your daily work.

You will work with the full range of issues within the fields of 24x7 SPOC (Single Point of Contact), Service desk and Monitoring. Our core competency in the 24x7 SPOC team is based on written instructions, in specific areas, like catch and dispatch, user account maintenance, access rights and basic resolutions for common issues. Another Task will be High, Critical and Major Incident handling, for both customers and customers 3rd party vendors. You will also experience typical Service desk tasks such as fixing end users’ VPN issues or Password resets, and basic troubleshooting of issues.

Our Service Support Center team operates 24/7, with shifts rotating to ensure continuous coverage.

In this role, you will be responsible for resolving customer requests and queries coming via various channels. Our customers can be employees at larger companies, to whom we provide IT support but also agents or technicians from other service desks or resolver teams. It may include for example maintaining user accounts, assigning accesses, resetting passwords, troubleshooting in user administration area, etc.

You need to have at least 1 year previous experience in IT Support such as Service Desk/Control Desk and have experience with ITSM and customer support.

The main tasks include:

• Manage service requests and ensure follow-up
• Take accountability for quick, accurate, and effective resolution
• Prioritize incoming requests based on SLA (Service Level Agreements)
• Basic troubleshooting for incidents
• Collect information’s in order for a 2. or 3. line team to be able to resolve the issue, if not able to resolve this at first call
• Provide guidance to the customer where needed
• Ensure high customer satisfaction
• Keeping the company's knowledge base current and valuable
• Collaborate with other team members and colleagues
• Contribute to the training of newcomers and share the knowledge

Your Knowledge and Experience

• Previous experience with SD/CD or similar position
• Basic user administration skills (password resets, account unlocks, user creation and deletion)
• Familiarity with Active Directory (AD) such as managing users, groups, and organizational units
• Understanding of access management (assigning/removing permissions, group memberships)
• Experience with ticketing systems (ServiceNow, Jira, etc.)
• Basic understanding of ITIL concepts (incident, request, escalation)
• Ability to diagnose and resolve basic hardware and software issues
• Experience in Microsoft Products on a user level
• Confident in communicating with both colleagues and customers
• Customer oriented mindset is a must
• High sense of responsibility and is well-organized
• Ability to work in a team as well as individually, and under pressure
• Ability to work in 24x7 work shift
• Fluent and comprehensive communication in English

This position requires successful completion of customer-specific security clearance procedures.

The successful candidate must be willing to provide all information required for Danish customer security screening and be able to obtain and maintain the necessary security clearance. As some customer environments operate under strict security and compliance requirements, obtaining and maintaining this clearance is an essential condition of employment. One of the conditions of successful completion of the security clearance check is residing in EU or NATO country for at least 7 years.

Employee benefits

• Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven)
• 5 sick days per year
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables every day
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free