Selection of the most suitable vacancies for you
Vacancy details
ITSM
Support Engineer
Middle
Ukraine
Remote
APPLY NOW
REFER A FRIEND
Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!
What project we have for you
Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.
What you will do
- Response to support incidents via defined communication channel;
- Investigation of real-time incidents;
- Be reliable, friendly and trustworthy frontline of the support/service desk;
- Provide consultations and advices to users;
- Report any out-of-scope issues, that cannot be resolved;
- Take part in issue escalation and progress tracking;
- Gather and report issue occurrence and resolution statistics;
- Elaborate ideas on improving and optimizing support activities;
- Ensure enterprise systems and business continuity;
- Process, analyze incidents and monitor their fixing;
- Be ready to take a role of Incident Manager in case of Major Incidents;
- Ensure that RCA provided/documented for each critical incident (Postmortem);
- Provide communication with external vendor;
- Concentrate on providing best value for users.
What you need for this
- 1+ years of experience in a support role
- Good technical aptitude and understanding of software applications, databases, operating systems, or networking concepts
- Problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide effective solutions
- Experience with different operating systems
- Understanding of cloud security best practices and principles
- Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships
- Good communication, and interpersonal skills, with the ability to convey technical information clearly to non-technical customers
- Ability to manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail
- Understanding of Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc.), and support tools
- Experience in documenting support cases, resolutions, or knowledge-base articles
- Ability to work effectively both independently and in a team-oriented environment
- Continuous learning mindset to keep up with evolving technologies and products
- Readiness to work 24/7 shifts schedule
What it’s like to work at Intellias
At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.
Skills
24/7_Shifts
EnglishB2
SupportSpecialist
