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Active #3066

L1 Support Engineer

Hire Bonus
Key skills: 1+ Helpdesk or Support Role / Good problem-solving skills / English (B2 +)
L1 Support Engineer


  • Work over the 24/7 shifts
  • Excellent written and verbal communication skills in English, as well as other language as required(B2 at least)
  • Good understanding of Information Systems at user and corporate level
  • Minimum 1 year experience in a Helpdesk or Support Role
  • Good problem-solving skills
  • Good client-facing skills
  • Excellent team player, self-managed and self-motivated
  • Mature and professional demeanor, attitude, and approach

Will be a plus:

  • ServiceNow knowledge is an advantage
  • Experience in SaaS support
  • Familiarity with the telecom sector
  • Knowledge in IT processes and best practices (ITIL)

We offer:

  • Fun and exciting corporate culture of transparency, productive challenging & innovation
  • Flexible work environment
  • Educational events
  • Paid sick days/vacations: ROWE approach
  • Theme parties
  • Health Insurance
  • English courses

Responsibilities and Duties:

  • Take ownership of customer inquiries and issues reported and ensure quick and effective resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process)
  • Maintain phone, chat and email coverage during working hours
  • Any other responsibilities and tasks are given by the management, appropriate to the role
  • Observe company policies and code of conduct
  • Attend team and organization-wise meetings
city where you are looking for work
english level
salary not lower than