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.
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.
**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:**
17:00 – 02:00
\- Understanding of standard support procedures for proper reporting,
escalation and follow up is a MUST;
\- Experience with Jira, Confluence
#### 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/