Technical Support Team Leader (Level 1)

Diya is a successful Ukrainian IT company providing full-service IT solutions for small and medium businesses across the world. Our company has a strong professional background in providing remote technical support services to companies across different industries helping them deliver excellent customer experience.

We are a friendly crowd of it-savvies. Working shoulder to shoulder in a virtual crew gives us the flexibility to provide better solutions and exceed our customers’ expectations.

Diya is currently looking for Technical Support Team Leader (L1) for a full-time position at our Zhytomyr office or remotely, who is tech-savvy with excellent troubleshooting skills to join us.

L1 Team Leader organizes and coordinates the team in order to achieve maximum delivery quality and customer satisfaction.

Team management responsibilities:

• Tasks distribution, priorities determination, as well as monitoring and evaluation of the task’s implementation
• Documentation works, including operational documents, instructions, standard operations procedures, and reports for the Executive Board, Operations Manager and Customers
• Delivery operations monitoring and ensuring the delivery quality
• Communications within the delivery
• Verbal meetings with clients
• General L1 team management, tasks progress tracking and development of technical expertise of the team
• Distribution tasks according to the workload and technical skills of the team
• Regular status meetings with the team
• Knowledge sharing within the team
• Hands-on help for the team with tasks during peak workload hours
• Maintaining a healthy relationship in the team
• Conflict management inside the team
• Team education, mentoring and other team activities
• Adaptation of new team members
• Daily checks of the time tracked and its accuracy
• Participation in the regular performance evaluations of the team

Engineering responsibilities:

• Act as the primary technical escalation point within L1
• Troubleshoot and resolve complex or non-standard L1 issues
• Perform advanced technical triage before escalation to L2/L3
• Ensure proper diagnostics, logs, and troubleshooting steps are completed
• Maintain and improve technical runbooks, SOPs, and knowledge base
• Reduce unnecessary escalations through coaching and technical guidance
• Participate in major incident bridges and provide L1 technical coordination
• Conduct preliminary root cause analysis for recurring issues.
• Define and enforce technical troubleshooting and documentation standards.

Requirements:

• English: upper-intermediate (B2)
• A minimum of 2 years experience as an IT administrator with a primary responsibility of managing Microsoft Windows systems
• Experience with Microsoft 365 and Azure platforms
• Knowledge of ticketing systems, monitoring, managed antivirus, and backup solutions
• Demonstrated ability to generate and maintain technical documentation

Will be a plus:

• Strong knowledge of administration and configuration of Windows servers and basic services AD, GPO, DNS, ADFS, etc.
• Knowledge of managed antivirus and backup solutions.
• Solid knowledge of PowerShell Scripting and command-line management
• Experience in managing a team
• Microsoft 365 Certification

What we offer:

• Comfortable work environment, remote work
• Competitive salary
• Paid vacation and sick leave
• Healthcare insurance and gym
• Training and useful experience
• Work in a young and friendly team
• Career opportunities and professional growth