L1 Support Specialist (USA working hours) in Empeek

Please note: USA business hours are in the EST time zone (4 PM — 12 AM UA time)

Description: Our client is a global leader in sports, music, travel, culture, and more. They create and deliver extraordinary experiences by providing official access and premium hospitality at marquee global sporting events and music tours.

Requirements:

• 1 year experience working in IT customer support. The candidate should have experience in user support, understanding their needs, and offering effective solutions to solve problems.
• Knowledge of Zendesk platform for handling requests and managing access.
• Knowledge of managing access to internal and third-party systems in accordance with access control policies.
• Experience in coordinating onboarding and offboarding processes, ensuring proper access management and timely resolution of termination tickets.
• Ability to triage and manage tickets, ensuring accurate and timely responses to user requests.
• Ability to perform user access audits on systems and support compliance audits, ensuring that processes align with organizational policies.
• Familiarity with internal and third-party tools, network, and domain systems administration.
• Strong ability to ensure that all access-related tasks and requests are handled with accuracy and in a timely manner.
• Excellent written and verbal communication skills for interacting with users, internal teams, and external partners.
• Experience in assisting with day-to-day operational tasks, including managing user access and supporting system migrations or special projects.
• Ability to work well in cross-functional teams, contributing to discussions on access management, process improvements, and best practices.
• English level of Upper-Intermediate or higher; fluent in Ukrainian

Responsibilities:

• Access Control:
  ? Respond to Zendesk inquiries regarding user access to our internal and third-party tools and systems;
  ? Review and process user access requests, ensuring compliance with access control policies;
  ? Manage the review and closure of termination tickets in Zendesk, ensuring timely processing of onboarding and offboarding tasks;
  ? Assist in audits of user access and provide compliance documentation as needed.
• Ticket Management:
  ? Triage and manage access-related requests, ensuring timelyand accurate responses to users;
  ? Approve, deny, or escalate requests based on predefined policies and guidance from the Systems Optimization Manager;
  ? Ensure Zendesk tickets are followed from initiation to resolution.
• Compliance Support:
  ? Perform user access audits on systems to verify that onboarding and offboarding processes have been followed correctly;
  ? Assist internal teams in providing evidence and supporting compliance audits.
• Operational Support:
  ? Assist the System Optimization Manager with day-to-day operations, including user access management and ticket triaging;
  ? Ensure efficient handling of user inquiries, access requests, and escalation procedures;
  ? Provide input during team syncs, contributing to discussions on access management, process improvements, and best practices;
  ? Support the documentation of new tools and processes as the tool ecosystem expands to maintain clear and up to date records;
  ? Assist the System Optimization Manager in achieving the Roadmap by tracking key initiatives and providing operational support as needed;
  ? Support system migrations and special projects, ensuring smooth transitions and adherence to compliance requirements.