IT and Signals

Technical support operator

Available options: Basic Contract. Compare Contracts

Responsibilities

registration and accounting of users: creating records, maintaining an up-to-date database, fixing changes in accesses
user support: receiving and processing calls in messengers, diagnosing problems, providing clear instructions
Helping users set up a VPN, solving common connection problems
accounting for which products each user has access to (one or more), issuance, modification and revocation of access
maintaining tables and CRM: entering and updating data about users, appeals, statuses, interaction history
transfer of unresolved technical problems to the team through a task tracker (Trello/Jira or analogue) with a clear description of the problem, playback steps and actions already performed
identify recurring issues and bottlenecks, support optimization suggestions, response templates, documentation, and automation

confident use of operating systems and network settings, understanding the basics of networks (IP, DNS, ports, typical causes of connection loss)
ability to set up and diagnose VPN connections and explain steps to the user without technical training
logical approach to finding the cause (clarify symptoms, exclude options, test the hypothesis), the ability to work according to instructions and at the same time act independently when there is no instruction
confident knowledge of Google Sheets or Excel; experience in accounting in CRM (HubSpot, Zoho or equivalent)
experience or willingness to quickly master Trello, Jira or similar tools
calm work with a large flow of requests, in situations of urgency and with complex or irritated users
clear, polite and structured written communication in messengers; ability to explain complex things in simple words
habit of noticing that better things can be done in the process and proposing or implementing improvements
understanding the basics of cybersecurity and digital hygiene, the ability to explain safe practices to users
attentiveness to details when entering data and changing access, maintaining the confidentiality of user information

mobilization until the end of martial law or contract service
the possibility of transferring active military personnel with the consent of the commander of the unit
the possibility of service for candidates who, according to the conclusion of the VLC, are suitable for service in military support units, TCC and SP, higher educational institutions, training centers, etc.
the possibility of service for candidates with the status of MFR after passing all the procedures provided for by law
cash allowance from UAH 50,000, depending on the task and place of service
social benefits in accordance with the current legislation
free qualified medical care