IT Support Specialist (Tier 1 &2) - Prague, Czechia

Outreach is the first and only AI Sales Execution Platform built for intelligent revenue workflows. Built on the world’s largest foundation of customer interactions and go-to-market team data, Outreach’s leading revenue AI technology helps go-to-market professionals and their companies win by intelligently accelerating decision making and elevating sellers to do their best work. Our powerful platform gives revenue teams the tools they need to design, measure, and improve a revenue strategy for every stage of the customer journey, improving efficiency and effectiveness across the entire revenue cycle. Over 6,000 customers, including Zoom, McKesson, Snowflake, SAP, and Okta use Outreach to power workflows, put customers at the center of their business, improve revenue results, and win in the market.

The Role

Outreach is looking to round out our Core IT Service Desk with a motivated, customer-service focused IT Support Specialist for our Prague office.

You are passionate about people, have a bias towards action, and practice extreme ownership of your shop. You are also passionate in implementing your prior IT service and operations fundamentals at a fast-paced technology company while simultaneously building new skills and being exposed to new opportunities. Your mission will be to provide world class IT support and excellent customer service in the resolution of IT support issues. 

Location: 

While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your team on weekly regular basis (hybrid), attend in-person meetings and company events.

This is a full-time, permanent role, not eligible for contractors and for work from other countries.

#LI-RG1

• Respond to service desk tickets and provide solutions for reported customer problems 
• Triage and resolve all Tier 1 & 2 support requests and escalate higher-level requests appropriately 
• Identify, troubleshoot, and resolve hardware and software problems; perform problem escalation if required 
• Monitor internal ticketing system notifications for proactive response and communication 
• Assist with service desk projects, complete tasks and ensure they are completed on time and to specifications 
• Troubleshooting and support for all end user issues: mobile, desktop, audio/video, peripherals, etc 
• Oversee and conduct New Hire Onboarding for all new hires in the EU region, occasionally other regions 
• Prepare desks for new employees and assist as needed with equipment moves. 
• Create how-to guides and maintain documentation 
• Re-purpose and refurbish equipment for future employee use

• 2+ years' Service Desk experience, with strong experience in ticket workflow and queue management within a tech company with a dynamic environment
• Excellent customer service skills
• A solid background in troubleshooting & managing macOS and Windows
• Experience with Zoom, Slack, Office 365, and Okta (mandatory) and G-Suite is an additional plus
• Hybrid onsite schedule (2-3 days /week typically) in our Prague office
• Ability to travel to an Outreach Satellite Office (eg: London) to provide support if necessary. Typically, 1 or 2 weeks out of the year, if at all
• Ability to participate in a schedule that may include after hours and weekend support
• Ability to prioritize and address multiple tasks in a dynamic work environment
• Excellent written and verbal communication skills
• Experience using Intune, JAMF, Jira and Trello is preferred

Why You’ll Love It Here

● Amazing working space with a running track on its roof

● Flexible time off, 5 weeks of vacation, and 5 annual sick days

● 4% employer supplemental pension monthly contribution

● Private medical care for employee and spouse with Program Health Plus

● Life insurance at 2x annual salary

● 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses

● 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave

● Opportunity to be part of company success via the RSU program

● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military 

● Employee referral bonuses to encourage the addition of great new people to the team

● Fun company and team outings because we play just as hard as we work

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.