Senior IT Support Analyst

Headquartered in Prague, the company has grown since 1984 by acquiring regional IT providers. Our field services team covers retail chains, hospitals and banks, dispatching technicians to over 4,000 sites.

Overview:

Bittern Data Systems has an opening for a Senior IT Support Analyst. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Remote within Czechia. The team meets in Prague once a quarter, travel covered.

What you'll be doing:

• Write and update knowledge base articles for common problems
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf
• Keep ticket notes and time entries up to date
• Install and update approved software and remove anything unlicensed

Qualifications:

• 7+ years of help desk or desktop support experience
• Customer service skills and patience with non-technical users
• High school diploma or GED required. Associate degree in IT preferred
• Experience with Active Directory user and group management
• Valid driver's licence and reliable transportation for travel between sites
• Familiarity with Microsoft 365 admin tasks

Preferred qualifications:

• Meraki or Ubiquiti networking gear
• Network+ or Microsoft MD-102 certification
• Basic PowerShell scripting

Schedule: Standard business hours (8:30 AM to 5:30 PM) plus one weekend on-call per month

Why work with us:

• Remote work allowance

Please submit your CV in English.

Duration: 6 months. Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bittern Data Systems.