Position: L2 Support Consultan
Company: Svitla Systems
Experience required: 3y
English level: upper

Svitla Systems Inc. is looking for an L2 Support Consultant for a full-time position (40 hours per week) in Kyiv. Our client is a global leader in security solutions, offering innovative products and services to control the flow of people and to protect valuables from burglary, fire and explosion. Through Business Units Entrance Control and Safe Storage, they offer solutions to customers primarily in public transport, public and commercial buildings as we

**Requirements:**
- 2+ years of experience in the support role.
- Experience with mobile apps.
- Knowledge of QA processes, ability to identify errors and describe them in accordance with best practices.
- Written and spoken English.
- Readiness for an occasional business trip to a European country.
- Readiness to work from the office.
- Bachelor’s degree, preferably in Computer Science or equivalent.

**Will be a plus:**
- Experience with Jira.
- Familiarity with Azure DevOps.

**Responsibilities:**
- Handling Level 2 analysis, troubleshooting, and resolution.
- Providing remote support to customers with a high degree of customer service, quality, and technical expertise.
- Research, resolve issues, and respond to submitted cases.
- Providing timely follow-up to user questions according to established SLAs.
- Identification of the issue, proper description, and redirection of the bugs to the technical team.
- Tracking and updating the status of issues in relevant databases.
- Using Jira, Azure dev tools.

**Travel to Bari, Italy, and other EU countries (especially those who are in Ukraine).**

**Onboarding**
Could be 2 weeks in Bari, Italy

**Office**
Kyiv (Livoberezhna): 2a Yevgena Sverstyuka, 3rd floor, Livoberezhny Business Centre

**Work schedule**
L2 support engineer #1: Monday - Friday, 7 am - 4 pm UA time
L2 support engineer #2: Monday - Friday, 12 pm - 9 pm UA time