technical support engineer

Intellias is a technology company with over 20 years of market experience, bringing together technologists, creators, and innovators across Europe, North and Latin America, and the Middle East. It develops technology solutions for clients across Mobility, Retail, Financial Services & Insurance, Travel & Hospitality, Telecom & Media, and other industries.

• Respond to technical support requests and manage the service desk, ensuring timely response and resolution of issues;
• Perform basic log analysis and database troubleshooting;
• Conduct advanced troubleshooting of server and network infrastructure issues;
• Investigate and analyze recurring technical problems;
• Drive support matters through to resolution;
• Mentor junior team members and share knowledge to enhance team performance;
• Suggest improvements to reduce future support tickets;
• Communicate with users to understand and address their needs;
• Analyze and troubleshoot common customer issues;
• Escalate complex problems to higher-level support teams;
• Set up and configure new user accounts and workstations;
• Maintain internal documentation, including FAQs and knowledge base articles;
• Learn and apply new IT skills under the guidance of senior staff and shadow senior team members;
• Engage in continuous training and development activities and participate in internal training sessions.

• 2+ Years of experience in a technical support or IT support role;
• Degree or commercial experience in Information Technology, Computer Science, or a related field;
• Basic knowledge of server hardware, software, and operating systems;
• Proven experience in troubleshooting and problem resolution;
• Ability to analyze complex technical issues;
• Experience with IT support flows and escalation processes;
• Experience with help desk software such as Jira, Confluence, Zendesk, or similar tools;
• Excellent communication skills and fluency in English;
• Basic knowledge of APIs;
• Basic experience with API tools such as Postman and Swagger;
• Basic experience with Azure API Management;
• Ability to read logs and analyze metrics;
• Knowledge of monitoring platforms such as Grafana, Loki, and Prometheus;
• Basic knowledge of Kubernetes;
• Basic knowledge of TCP/IP;
• Practical understanding of ITIL processes, including Incident, Problem, Change, Service Request, and MIM;
• Ability to work in 24/7/365 shifts;
• Ability to work independently and manage multiple tasks;
• Good analytical and problem-solving skills;
• Good time management and prioritization skills;
• Strong communication and customer service skills;
• Eagerness to help and provide service to users;
• Stress resilience and ability to handle customer queries calmly;
• Enthusiasm for learning new technologies and methodologies;
• Ability to adapt to dynamic environments and keep up with client requirements;
• Nice to have: Certifications such as CompTIA or Microsoft Certified Professional, multilingual skills, experience with AWS, Azure, or GCP, experience with automation tools and scripts, knowledge of Kafka, basic knowledge of network and domain systems administration and configuration, Active Directory, Windows-related policy configuration, virtualization, and application logs such as Java application logs.

• Remote work from Ukraine;
• No conditions specified.