Ciklum, established in 2002, is a globally recognized provider of software engineering services. Originally founded in Denmark by Torben Majgaard, the company has since shifted its headquarters to London, UK, in response to its expanding international client base and operational reach.
Ciklum Support Center delivers efficient and timely customer and technical
support. We can either support the efforts of your existing in-house team or
provide a complete turnkey support solution.
Ciklum’s support personnel serve your customers in a friendly and professional
manner.
Ciklum **Support Center** delivers efficient and timely customer and technical
support. We can either support the efforts of your existing in-house team or
provide a complete turnkey support solution.
Ciklum’s support personnel serve your customers in a friendly and professional
manner: we respond to customer queries and resolve issues quickly.
**Description**
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.
**Responsibilities**
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
**Requirements**
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 – FRI
22:00 – 7:00 MON – FRI
Understanding of standard support procedures for proper reporting, escalation
and follow up is a MUST;
Experience with Jira, Confluence
**Desirable**
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
VCP certification
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
Competitive salary
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
#### Про компанію Ciklum International
Ciklum is a top-five global Digital Solutions Company for Fortune 500 and
fast-growing organisations alike around the world.
Our 3,000+ Developers located in the Delivery Centres across the globe,
provide our clients with a range of services including outsourcing software
development, Enterprise App Development, Quality Assurance, Security, R&D, Big
Data & Analytics.
**Сайт компанії:**
https://www.ciklum.com/