Position: Junior Technical Support Specialist
Company: Ciklum
Category: Support
Experience required: 1y
English level: upper

Ciklum is looking for a Technical Support Specialist to join our team full-time in Ukraine.

About the role:
As a Technical Support Specialist, become a part of a cross-functional development team working for the Client.

Responsibilities:
Respond to customers' requests (in a quick and efficient manner)
Service Desk management
Understand and analyze customers' problems, find appropriate and acceptable solutions
Help to solve most problems directly otherwise escalate the issues through our ticket system to developers and the 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)
Familiarity with Active Directory, Exchange Server, SQL Server, Windows Server
Experienced user of PC-based computer systems
Understand and analyze requests, and react quickly
Excellent English, both written and speaking skills are required
Shift work (morning-day, day-evening, evening-night)
Excellent command of oral and written English
Strong ability to research, diagnose, troubleshoot, and identify solutions to resolve system issues
Understanding standard support procedures for proper reporting, escalation, and follow-up is a must
Meet deadlines precisely

Desirable:
Experience with Active Directory, Exchange Server, SQL Server, and Windows Server would be a plus
Experience with FreshDesk and Zendesk will be a plus
Experience in similar (IT support) position will be a plus

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
Flexibility: choose how you want to work – 100% remote or on-sight in our offices. Own your schedule – you are the one to decide when to start your working day. Just don’t 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.