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Responsibilities: Provides IT Desktop support to the relevant EMEA End-user community, this includes all desktop/laptop computing hardware and software and peripherals. This position will be based in Prague and will be mainly involved on doing remote end-users support to others EMEA office. Travelling is required the 50% of the time in EMEA and 50% will be doing local and remote end-users support from Prague office. Will be required to lead problem resolution activities in order to get technology incidents and problems resolved. Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision. Responds to request for service with experience and compliance in established time limits. Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems. Trains employees and orients them on how to use computer hardware and software applications. Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems. Supports drive imaging for desktop/laptop systems. Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution. Committed to all components of IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices. Competencies: Technical Competence: Uses technical skills and experience, to meet and exceed job requirements, is in command of critical issues Problem Solving: Takes the initiative to identify current and potential problems and determines the best solution to these. Organizational Effectiveness: Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and get things done in a complex multi-level organization Effective communication: Communicates well both verbally and in writing in English language, creates accurate and punctual reports, shares information and ideas with others, listens carefully and considers what others have to say, including different viewpoints. General instructions for ongoing work or detailed instructions on new projects/assignments. Work is somewhat independent. Focus is on immediate/some shorter-term projects. Developing professional with thorough knowledge of concepts, principles and methodologies in specialized area. High level of customer service skills needed, including: Approachable attitude, Ability to be direct and patient with customers, Frequent follow up with customers Effective Customer Service and Attitude. Able to maintain always a positive attitude in front of the customers. Driving IT processes and procedure within the Business and helping them with the right flexibility. Required Skills or Experience: English language (written and verbal skills) Excellent problem-solving skills, ability to take ownership of the work assigned, and deliver results timely, reliably and correctly Experience working on small projects and delivering against timelines. Excellent organizational, communication, and technical skills with a strong customer service orientation. Excellent written and verbal communications capable of delivering at a senior level. Must have working knowledge across all the IT disciplines including hardware, software, telephony, video teleconferencing, and connectivity. Ability to establish strong relationships with individuals at the supervisor/team manager level. Ability to communicate effectively with both technical and non-technical teams Ability to work independently while collaborating with remote teams in a fast-paced environment Minimum 3 years of experience in 1st/2nd/3rd level Corporate IT support, gained in a multi-site IT operations environment Must be self-managed and a self-starter with a positive attitude. Must have working experience with Windows Client and Windows Server Operating systems and associated applications Able to perform root cause analysis. Capable of proactively recommending effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management, and end user population. Preferred skills or Experience (not mandatory): Experience with Remedy or Service Now ITSM Tools ITIL Foundation Certificate Experience working with Active Directory, domain services and back office/infrastructure application installation and support Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices Knowledge in storage and backup technologies. Experience with Lenovo parts ordering and hardware repairs Experience supporting MAC OS and MAC hardware (Mac Book Air, Mac Book Pro) Microsoft Certified Systems Engineer (MCSE) Experience working with Active Directory, domain services and back office/infrastructure application support Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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