Technical Support Engineer (NOC) for Ciklum Digital Offline

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' requests (in a quick and efficient manner)

Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone, and e-mail

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, quality assurance, development, and the Account Team to resolve problems

Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers

Thoroughly documents all issues, develops and reviews content for the knowledge base. Help develop and implement a web-based support initiatives including knowledge bases, technical and modeling techniques, and documentation

Understand and analyze customers' problems, find appropriate and acceptable solutions

Check the status of the problem until it is solved

Update the documentation

Requirements

2-4 years of experience in IT, EnterpriseDatacenter software, or SaaS solutions support

Knowledge of TCP/IP, DNS, and other networking concepts

Customer-focused and team-oriented

Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues

Strong ability to combine monitoring function and other ongoing processes

Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic

Excellent interpersonal soft skills

Excellent team workability

Willingness to work flexible hours to help cover different time zones

Excellent English, both written and speaking skills are required

Service-oriented with a desire to help people

Push the matter through

Detail-oriented, reliable, stress-resistant

Responsible, initiative, multitasking, self-organized, eager to learn

Able to plan your own time

Shift work

Understanding of standard support procedures for proper reporting, escalation, and follow up is a MUST

Experience with Jira, Confluence, Salesforce

Location: Ciklum Office, Kyiv

Desirable

Experience with virtualization technology (VMWare/Hyper-V/AWS)

Previous relevant technical experience

Technical certification/Academic degree

What's in it for you

Variety of knowledge sharing and training opportunities

A unique working environment where you communicate and work directly with the 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

Work with a large number of customers who use various approaches and technologies

Experience in operating on different cloud and on-premise applications

Access to webinars, Udemy courses