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L1 Support Engineer

  • Place of work: Bratislava, Slovakia (on-site job in SkyPark Offices, full remote from Slovakia is also possible)
  • Company: Synpulse
  • Wage (gross): Minimum salary starts at 1.600 EUR/month based on relevant experience.

Information about the position

Would you like to work for new and exciting, fast-growing management IT consulting company in Bratislava? Work on various international projects, while learning innovative project management techniques and diverse IT skills? Work for a company, which doesn’t feel like a big corporate yet is backed up by a Swiss company with 25+ years of experience?

Your responsibilities:

  • Provide 24×7 1st level support (shifts helpdesk & onsite) for Support Teams, Clients and Client’s 3rd Parties Vendors.
  • Provide 1st level troubleshooting to customers.
  • Respond to customer calls in a professional and courteous manner.
  • Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers.
  • Able to do initial diagnostic, categorization, set priority, dispatch job.
  • Able to support & coordinate with Support teams in incident/problem investigation and resolution.
  • Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
  • Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
  • Ensure timely escalation of major and critical incidents.
  • Ensure timely submission of daily and periodic statistics and reports.
  • Ensure timely reporting of services outages or degradation and/ or batch failures.
  • Contribute and Submit knowledge request if found lacking in the knowledgebase.
  • Liaise with internal and external vendors to satisfy customer queries.
  • Proactively assist customers to avoid or reduce problem occurrence.
  • Actively pursue Continuous Improvement initiatives to improve the overall performance of the service desk.

Requirements for the employee

  • Managed Services, Troubleshooting, Data Analysis, Laptops, Investigation, Unix, Administration, Logging, JIRA, Good Communication Skills, Service Desk, Time Management, Windows, Excel, Statistics, Window, Power BI, Able to Work Independently.
  • Diploma or Certification in Information Technologies related fields.
  • Good communication skills in English language to ensure successful resolution to external client issues. German language will be a plus.

Personality requirements and skills:

  • Minimum of 1-2 years of post-education IT work experience required.
  • Working knowledge on Windows, Unix and Network.
  • Experience with some of well-known public cloud services (o365, AWS, Azure…).
  • Experience with call tracking / ticket management system.
  • Experience with Managed Services, IT Integration and/or Consulting experience a plus.
  • Must be able to work independently and/or in a team environment, respecting a cultural diversity.
  • Ability to work on site at client locations with respect to client’s work environment & staff.
  • Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients.
  • Provide excellent communication with client while on site assuring superior client service.

Employee perks, benefits

  • Five extra vacation days on top of regulation
  • Sick leave compensation 100% from day one
  • Yearly bonus up to 10%
  • Private health care
  • 3 Sick days per year
  • Supplementary pension insurance – 3rd pillar
  • Overtime fully paid or compensated based on your preference
  • 100€ vouchers for gifts and services
  • Referral bonus up to 2 000€
  • A friendly and informal working environment
  • Work-life balance with flexible working hours and the option to work on home office (from Slovakia)
  • Dedicated time for individual training up to 15 days per year
  • MultiSport card for access to a broad range sport offering
  • Language courses
  • Leisure events

Brief description of the company

Synpulse is an internationally established management consulting company with 25+ years of experience and with offices in the United Kingdom, Switzerland, Germany, Austria, Slovakia, USA, Singapore, Australia, the Philippines, India, and Hong Kong. We are a valued partner to many of the world’s largest international financial services and insurance firms. We support our clients at all project management stages from the development of strategies and operational frameworks to the technical implementation and handover. Our expertise in business and technology, combined with our methodic approach, enables us to create sustainable added value for our clients’ business. We use home-grown, market-tested project management methodologies to bridge the gap between innovation and business. We work along with leading edge technology partners to bring true business transformation.

Digi Talents Programme additional benefits

The job position is supported by the EU-funded labour mobility programme Digi Talents for ICT professionals between Slovakia and Ukraine. More information at 

In addition to the conditions and benefits from the company described above, the programme Digi Talents will provide you with additional benefits:

•  Cover your travel costs from Ukraine to Slovakia and back in total value up to 200 EUR

• Financial and/or in-kind support to cover your living costs (e.g. accommodation, insurance, pocket money and local transport fees) during the first two months of your stay in the total amount of up to 1800 EUR. Final amount of support provided may vary depending on scope of the services paid by programme and individual circumstances.

• Provision of professional courses in programming, English language, and Slovak language before and after arrival to Slovakia,

• Assistance with relocation, residence formalities, accommodation, and cultural orientation. Legal and administrative support during your stay in Slovakia. Cover fees for legal and administrative formalities related to your residence in total value up to 100 EUR.

• Participation in the programme is for free.

To apply for the job, you need to submit an application, see details at How to apply

If you have any questions, contact us via email

Brief description of the Digi Talents programme

Digi Talents programme is implemented with the financial assistance of the European Union, contracted by ICMPD through the Migration Partnership Facility. The contents of this document are the sole responsibility of EMA – Development and Mobility Agency (EMA) and can under no circumstances be regarded as reflecting the position of the European Union and the one of ICMPD. The programme represents a unique opportunity to boost your professional career.

Apply now