Technical support operator (L1) in GUKOB pri MZS Ukrayini, DP

We invite to our team a Technical Support Specialist (Technical Support Specialist, L1) in the IT department at a state enterprise under the Ministry of Foreign Affairs of Ukraine. We are looking for an attentive, communicative and responsible specialist who will be the first point of contact for users and help them quickly solve technical issues.

Working place:m. Kyiv.

Format: full time

What you will get:

This is your chance join the team working in the structure of the Ministry of Foreign Affairs of Ukraine, get a stable official job in the public sector and take advantage of all its advantages:

• Career prospects and the possibility of professional growth.
• Participation in large-scale state projects that make life easier for Ukrainians in all in the world.
• Official employment and all guarantees in accordance with the labor legislation of Ukraine (a trial period is provided).
• 24 calendar days of paid vacation and paid sick leave.
• Development and professional growth in a team of professionals and in a modern technical environment.
• Support in training and implementation of own initiatives.

What you will do:

• Accept and process user requests through the ticket system, e-mail.
• Classify incidents, perform initial diagnosis of problems and provide resolution instructions.
• Escalate more complex requests to the second or third level of support (L2/L3).
• Record all actions in the request accounting system (Help Desk/Service Desk).
• Provide advice to users on working with IT systems.
• Monitor SLA compliance and inform users about the status of their applications.
• Learn and understand the main processes and deadlines related to consular services.
• Take into account the specifics of requests from users in diplomatic institutions and applicants.

What we expect from you:

• High level of responsibility and focus on service quality.
• Ability to communicate clearly and politely with users.
• Basic understanding of computer systems, networks and software.
• Skills in working with ticket systems (will advantage).
• Ability to quickly find information and propose solutions.
• Experience in technical support (will be an advantage).
• Higher or incomplete higher education in IT, engineering or related areas.

We are waiting for vas well as a resume with a short comment:

1. Place of residence.
2. Desired salary level.
3. By what percentage do you think you meet all the job requirements.
4. What knowledge and skills do you currently lack to fully meet the job requirements.