Position: Support
Category: Support
English level: upper
Years of experience: 4

Independence, Communication, Critical
thinking, Prioritizing
Ciklum
Application support
Lviv
-Assisted live platform issues during a 24/7 support rota
-Provided support 1st level for software utilized by business
-Understand and analyze customers problem, find appropriate and
acceptable solutions
• Help to solve most simple problems directly otherwise escalate the
issues through our ticket system to the back-end support team
• Incident management
Administration accounts: Atlassian products, AD, Office, Zoom.,
project internal software
L1 Incident Response

L1 Incident Response
ABBYY
Kyiv
First line support
Share screen sessions with customers
Providing technical help for all company software
Initial diagnosis of the users issues

L1 Support Engineer
OnApp
Lviv
Cloud services
First line support
Classification of the incidents, phone calls
Technical help in UI or console(Linux based)
Proper updates for customers (related to the L1 queue)
New opportunities, achieve and goals; upgrade knowledge to a new step