On behalf of Ciklum Support Center , Ciklum is looking for a NOC Engineer to join the Kyiv team on a full-time basis.
Our Support Center’s goal is to provide customers with top-class assistance.
We are looking for service-oriented specialists with excellent English language and excellent communication skills. You should be interested in IT in general and be ready to learn about new products and constantly improve your technical knowledge.
Respond to customers’ request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Service Desk management. Incident Management.
Understand and analyze customers’ problem, find appropriate and acceptable solutions
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
Minimum of 3-5 years of experience in Enterprise Datacenter software or SaaS solutions support
Knowledge of TCP / IP, DNS and other networking concepts.
Customer focused and team oriented.
Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
Strong ability to combine monitoring function and other ongoing processes;
Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
Excellent interpersonal skills
Excellent English, both written and speaking skills are required
Understand and analyze requests, react quickly
Service oriented with desire to help people
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work : 9 : 00 18 : 00 and 10 : 00 19 : 00 MON FRI22 : 00 7 : 00 MON FRI
Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST;
Experience with Jira, Confluence
Experience with VMware vSphere family
Experience in MS Hyper-V product / solution
Experience in AWS virtualization
S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Cloud Computing experience
Computer Science degree
Linux or UNIX familiarity with the installation and configuration of Linux or UNIX operating systems & setup and operation of TCP / IP networking on Linux or UNIX systems
Understanding of storage sub systems
What's in it for you
Variety of knowledge sharing and training opportunities
Unique working environment where you communicate and work directly with client
Career and professional growth
Possibility to work in a big and successful company
Long-term employment with 20 working-days paid vacation and other social benefits
Working in a comfortably located office with warm atmosphere which creates really good working conditions
Work with a large number of customers who use various approaches and technologies;
Experience of operating on different cloud and on-premise applications
Access to DevOps team knowledge, certifications, webinars, Udemy courses
Ability to co-operate with Ciklum Digital DevOps team