Level1 Support Engineer (4pm-1am, Kyiv time) (offline)

ROLE AND RESPONSIBILITIES:
• Receiving, tracking, and setting expectations for support and new client installation requests via e-mail, phone, and ticketing system
• Responding to e-mails and telephone calls, scheduling support meetings
• Diagnosing the issue(s), documenting those issues, and resolving or escalating
• Follow-up on resolved or escalated issues
• Ensuring new client installations run smoothly

QUALIFICATIONS AND EDUCATION REQUIREMENTS:
• Extremely good written and spoken communication skills in English
• Comfortable using online meeting tools like GoToMeeting and Zoom
• Proficient use of Microsoft Outlook for e-mail and meeting calendaring
• Available between 8am – 5pm central time
• Highly proficient and comfortable supporting Windows applications, services, and scheduled tasks
• Highly proficient and comfortable diagnosing and troubleshooting Windows networking and DNS
• Excellent time management, expectation communication, and escalation awareness
• Sufficient understanding of Microsoft SQL Server 2016 or newer
• Prior use of a version and/or task management tool such as Redmine, OnTime, Task / Workfront, etc.
• Careful when making changes in customer’s environment

PREFERRED SKILLS:
• Experience using AWS CloudWatch (or other logging tools) to find and diagnose issues
• Experience using Microsoft DNS Server and command-line tools like nslookup
• Experience using Microsoft IIS and installing SSL security certificates
• Experience with Microsoft Group Policies, Local Users, Active Directory, and file system permissions
• Experience configuring and connecting to ODBC data sources in Windows

About Volia Software

International Software Development Company based in U.S. with democratic conditions of work, positive approach and salaries above the market.

Company website:
http://volia-software.com/

DOU company page:
https://jobs.dou.ua/companies/volia-software/