Technical Support Specialist

Ciklum is looking for a Technical Support Specialist to join our team full-time in Ukraine.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Technical Support Specialist, become a part of a cross-functional development team engineering experiences of tomorrow.

You will be a key player in delivering excellent customer support and ensuring the smooth operation of technical services. You'll work closely with customers to understand their needs and provide effective solutions. Your role will also involve collaborating with internal teams to improve processes and contribute to the development of support initiatives.

The client is a global market leader in Identity Governance and Administration (IGA), offers a full-featured, enterprise-grade, cloud-native IGA solution that enables organizations to achieve compliance, reduce risk, and maximize efficiency. Founded in 2000, the company delivers innovative identity management to complex hybrid environments based on our proven best practice process framework and deployment approach.

Responsibilities:

• Respond to customers request (in quick and efficient manner)
• Service Desk management
• Understand and analyze customers problem, find appropriate and acceptable solutions
• Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and next support level
• Check the status of the problem until it is solved
• Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
• Update the documentation
• Email, voice and conference communication with customers
• Ongoing tasks completion whilst meeting set deadlines

Requirements:

• Basic technical background (Basic IT education, courses will be a plus) (1+ years of experience)
• Experienced user in PC based computer systems
• Understand and analyze requests, react quickly
• Excellent English, both written and speaking skills are required (B2 or higher)
• At least basic SQL experience and the ability to write simple queries
• Experience with any cloud (Azur is a priority)
• Shift work (morning-day, day-evening, evening-night)
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
• Understanding of standard support procedures for proper reporting, escalation and follow-up is a MUST
• Meet deadlines precisely

Desirable:

• Experience with Active Directory , Exchange Server, Windows Server would be a plus
• Experience with FreshDesk, Zendesk will be a plus

Personal skills:

• Detail and service-oriented
• Multitasking
• Reliable
• Communicative
• Responsible
• Initiative
• Able to plan own time
• Self-organized
• Service oriented with desire to help people
• Push the matter through

What's in it for you?

• Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
• Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
• Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
• Own your schedule – you are the one to decide when to start your working day. Just dont miss your regular team stand-up
• Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
• Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
• Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Discover the pros of 20-year global experience! Join one of the largest IT companies in Ukraine, awarded as one of the top 10 employers in Ukraine by Forbes.

Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.

Ciklum has been recognised as a veteran-friendly business by the Veteran Hub in Ukraine.

We're committed to creating a welcoming environment for veterans and developing processes that meet their needs.We value the skills and unique perspectives military veterans can bring to our business and are willing to support their transition to civilian life.

Be bold, not bored!

Interested already?

We would love to get to know you! Submit your application. Can’t wait to see you at Ciklum.