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 a Technical Support Team Leader (L1) to join our team. This is a full-time position available at our Zhytomyr office or remotely. We are seeking a tech-savvy individual with excellent troubleshooting skills who is ready to take the next step in their career.

The L1 Team Leader organizes and coordinates the team to ensure maximum delivery quality and high levels of customer satisfaction.

Ready to grow with us? If you have experience as an L1 Technical Specialist and feel ready to transition into leadership, this position is the perfect fit for you. We are looking for a candidate with a solid technical background who is eager to take on the Team Lead role and continue their professional development. Even if you don’t have extensive leadership experience yet, we are primarily looking for potential and the right mindset, we would be happy to talk to you!

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