Senior IT Support Coordinator

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Provide daily support by addressing and resolving support tickets related to workstation incidents and service requests for users located in various global locations.

• Deliver both on-site and remote technical support: identify, troubleshoot, and rectify hardware, software, and connectivity problems for a diverse user base.

• Oversee user account management for onboarding and offboarding processes, including coordinating equipment shipping and maintaining IT inventory.

• Educate end-users on hardware, software, and security best practices.

• Escalate issues to the next level of support as necessary, ensuring clear ownership and status updates until resolution is achieved.

• Follow established protocols for logging, reporting, and monitoring helpdesk requests.

• Facilitate team coordination and enhancement by managing daily workloads and priorities within the support team to ensure adequate coverage and consistent service quality.

• Record incident resolutions and maintain a knowledge base to minimize repeat handling time and foster team autonomy.

• Keep a transparent and current overview of the support function at all times.

⛳️ Requirements

• Minimum of 4 years in an IT support role, demonstrating the ability to independently manage a wide array of end-user issues.

• Experience in a multi-location or international setting.

• Proficient in both written and spoken Ukrainian and English at an advanced level is required.

• Capable of clearly articulating technical concepts to non-technical users.

• Comfortable writing and communicating with senior stakeholders.

• Technical proficiency in Windows and macOS desktop operating systems, Microsoft Active Directory and user access management, Microsoft 365 and/or Google Workspace, identity and access tools such as MFA, SSO, Okta or similar, as well as ticketing and remote support tools.

• Preferred qualifications include experience in writing process or incident documentation, basic systems administration exposure (servers, cloud environments), experience with Mobile Device Management (MDM) tools, and administration of SaaS platforms.

🏝️ Benefits

• Enjoy 24 working days of paid leave annually, plus an additional day off to celebrate your birthday, along with the flexibility to work from home and opportunities for international assignments.

• We promote employee involvement in charitable initiatives by offering 2 extra days off each year for volunteer work.

• Additionally, benefit from our Annual Wellbeing Calendar, which provides dedicated sessions and initiatives throughout the year to support your health and happiness.