Position: L1 Support Engineer
Company: Zhuko.net
Experience required: 1y
Category: Support
English level: upper
Published: 2021-03-01T00:00:00+02:00

**Requirements:**

Work over the 24/7 shifts
Excellent written and verbal communication skills in English, as well as other language as required(B2 at least)
Good understanding of Information Systems at user and corporate level
Minimum 1 year experience in a Helpdesk or Support Role
Good problem-solving skills
Good client-facing skills
Excellent team player, self-managed and self-motivated
Mature and professional demeanor, attitude, and approach

**Will be a plus:**

ServiceNow knowledge is an advantage
Experience in SaaS support
Familiarity with the telecom sector
Knowledge in IT processes and best practices (ITIL)

**We offer:**

Fun and exciting corporate culture of transparency, productive challenging & innovation
Flexible work environment
Educational events
Paid sick days/vacations: ROWE approach
Theme parties
Health Insurance
English courses

**Responsibilities and Duties:**

Take ownership of customer inquiries and issues reported and ensure quick and effective resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process)
Maintain phone, chat and email coverage during working hours
Any other responsibilities and tasks are given by the management, appropriate to the role
Observe company policies and code of conduct
Attend team and organization-wise meetings