Technical Support Engineer for Ciklum Digital (offline)

As Ciklum employee, you'll have the unique possibility to communicate directly with the client when working in Extended Teams. Besides, Ciklum is the place to make your tech ideas tangible. The Vital Signs Monitor for the Children’s Cardiac Center as well as Smart Defibrillator, the winner of the US IoT World Hackathon, are among the cool things Ciklumers have developed.

Ciklum is a technology partner for Google, Intel, Micron, and hundreds of world-known companies. We are looking forward to seeing you as a part of our team!

Description

On behalf of Ciklum Digital, Ciklum is looking for a Technical Support Engineer to join the Kyiv team on a full-time basis.

Our goal is to provide customers with top-class assistance.

We are looking for service-oriented specialists with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to learn about new products and constantly improve your technical knowledge.

Responsibilities
- Provide first level technical support and preliminary investigation to customer issues and service requests
- Understand and analyze requests, react quickly
- Manage and track customers issues
- Troubleshoot customer issues primarily by frontal sessions
- Develop and review content for the company’s knowledge base
- Respond to customers’ request (in quick and efficient manner)
- Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
- Work directly with other technical support staff
- Understand and analyze customers’ problem, find appropriate and acceptable solutions
- Check the status of the problem until it is solved
- Update the documentation

Requirements
- 2 years of experience as a level 1 support – preferably B2B
- Basic familiarity with SAAS based products
- Basic familiarity with CSS, HTML, Web concepts
- Good command of English, both written and speaking skills
- Must have a passion for troubleshooting client problems and satisfying customer needs, ability to research, diagnose, troubleshoot and identify solutions to resolve issues
- Able to plan your own time and activities
- Shift work (morning, evening and night shifts)
- Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST

Desirable
- Experience with as a NOC Engineer or System Administrator
- Previous relevant technical experience
- Technical certification/Academic degree
- Experience with Jira, Confluence, Salesforce

Personal skills
- Customer focused and team oriented
- Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic
- Excellent interpersonal soft skills
- Excellent team work ability
- Service oriented with desire to help people
- Push the matter through
- Detail oriented, reliable, stress resistant
- Responsible, initiative, multitasking, self-organized, eager to learn

What's in it for you
- Variety of knowledge sharing and training opportunities
- Unique working environment where you communicate and work directly with client
- Competitive salary
- Career and professional growth
- Possibility to work in a big and successful company
- Long-term employment with 20 working-days paid vacation and other social benefits
- Working in a comfortably located office with warm atmosphere which creates really good working conditions
- Access to webinars, Udemy courses

About Itera

Itera is a company specializing in communication and technology. We combine our multidisciplinary strengths to gain deeper insight, explore new possibilities and bring better solutions to life.

Founded in 1999, Itera consists of more than 500 employees across offices in Oslo (HQ), Bryne, Stockholm, Copenhagen, Kiev and Bratislava. Itera is listed on Oslo Stock Exchange under the ticker symbol ITE.

Company website:
http://www.itera.no/

DOU company page:
https://jobs.dou.ua/companies/itera-consulting-group-ukraine/