Senior IT Support Specialist

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

📋 Description

• Address and resolve support tickets related to workstation incidents and service requests for users located in various global regions.

• Offer both on-site and remote technical support: diagnose, troubleshoot, and resolve hardware, software, and connectivity challenges for a diverse user base.

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

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

• Escalate issues to higher support levels when necessary, ensuring clear ownership and status tracking until resolution is achieved.

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

• Coordinate daily workload and priorities within the support team to guarantee coverage and consistent service quality.

• Document incident resolutions and build a knowledge base to minimize repeat handling time and empower team autonomy.

• Outline and document repeatable support processes to enhance consistency and speed up onboarding.

• Maintain an up-to-date overview of the support function at all times, including open incidents, their statuses, priorities, and any blockers.

• Regularly communicate this overview with the IT Head, highlighting pain points, suggesting improvements, and contributing to action plans.

• Cultivate working relationships with hardware and software vendors.

⛳️ Requirements

• Minimum of 4 years in an IT support role, demonstrating the ability to independently handle a broad spectrum of end-user issues.

• Experience in a multi-location or international work environment.

• Proficiency in both Ukrainian and English at an advanced level, with strong written and spoken communication skills.

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

• Comfortable engaging with senior stakeholders through written communication.

• Proactive in identifying potential issues before they escalate and proposing effective solutions.

• Organized and methodical: documents activities as they progress and follows up on outstanding items.

• Able to work independently and make sound decisions under pressure.

• Collaborative and service-oriented, fostering trust with both users and colleagues.

🏝️ 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 work.

• We encourage employee participation in charity initiatives, 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 promote your health and happiness.