Responsibilities
Provide technical support and preliminary investigation to customer issues and service requests
Understand and analyze requests, react quickly
Manage and track customers issues
Installation, integration, configuration, monitoring, backup, service creation and day-to-day customer support
Develop and review content for the company’s knowledge base
Respond to customers’ request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal and e-mail & chat
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, development, and the DevOps 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 knowledge base
Understand and analyze customers’ problem, find appropriate and acceptable solutions
Check the status of the problem until it is solved
Update the documentation
Requirements
Experience in Technical/NOC Support
Wiliness to learn such technologies as Scala, Kafka, PHP, Angular
Experience with Amazon Web Services (AWS: ALB, EC2, RDS, MSK, ELK, ElasticCache Redis)
Experience with tools such as DataDog, Kibana, OpsGenie etc
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
Good Command of English, both written and speaking skills are required
Service oriented with 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 (24/7, morning – evening – night)
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
Experience with Jira, Confluence, Salesforce
Location: Ciklum Office
Desirable
Experience with such tools & technologies as: AWS/ EKS dockerised apps, Terraform, Vault, Ansible, BGP, IPSec, Direct Connect, Postgres, Java, Scala, Kafka, PHP, Angular
Previous NOC experience
Technical certification/Academic degree
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 Ciklum International
Ciklum (www.ciklum.com) is a leading global product engineering and digital services company, serving Fortune 500 and fast-growing organisations.
Headquartered in the UK, Ciklum has 4,000+ software developers, designers, product managers and data scientists around the world building tailored digital solutions that leverage emerging technologies. Ciklum specialises in enabling digital transformation for some of the largest household names in the digital economy.
The Company empowers its clients and people to exceed their potential and pursue the extraordinary.
Join one of the top 10 employers in Ukraine, according to Forbes.
Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.
Company website:
https://www.ciklum.com/
DOU company page:
https://jobs.dou.ua/companies/ciklum/
The job ad is no longer active
Job unpublished on
2 December 2021
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