Technical support engineer (L1) in IDS Ukraine

IDS Ukraine is the leader of the Ukrainian mineral water market in all categories. The company has a balanced portfolio of popular mineral waters that are mined in ecologically clean regions of Ukraine and represented on the market under the trademarks "Morshinska", "Myrhorodska", "Alaska", and "Aqua Life". 

The company employs more than 3,000 employees who are passionate about their work. We are a strong and efficient team that is constantly learning and achieving the best results. Our goal is to develop the culture of consumption of natural mineral waters and promote a healthy lifestyle.

We announce the opening of the vacancy "Technical support specialist".

Key tasks:

• Technical support of company employees and distribution;
• Registration, categorization, routing of appeals on the 1st line through a single ServiceDesk system (telephone, mail, self-service portal);
• Management of problems and their escalation;
• Control of incident resolution deadlines in accordance with SLA;
• Achieving fulfillment of set KPIs ;
• Ensuring the continuity and uninterrupted operation of IT systems, their prompt recovery in case of failures;
• Identifying problem areas and transferring them to business owners and system owners for processing;
• Application of the main ITIL practices;
• Analysis and reporting on the results of the team's work and in general all requests to IT.

Requirements:

• Incomplete higher education (technical, information technology);
• Understanding the principles of ITIL: ITSM; Foundation; Create, Deliver & Support;
• Knowledge and understanding of Incident Management, Problem Management;
• Work in the contact center, the first line of support, communication between all lines of support;
• li>Sure knowledge of O365 tools, Microsoft Office 2016; OS Windows 10\11
• Desirable knowledge of product features and support of CRM, 1C products.
• Experience of working with service contractors.

We offer:

• Cool IT / Digital / AI / BigData / Geo solutions on big projects that will be created right here and now, in which you can participate already today;
• Many interesting IT projects that will give you the opportunity for professional development;
• Official employment, white wages and connection to health insurance;
• Adequate management, caring for employees;
• Remote work, there is also a very stylish office with a great view, HI-Tec meeting rooms and the opportunity to enjoy the range of products.

If you are ready to develop, you know how to find alternative solutions and you are focused on the result - you are right with us!

Learn more about us at the link: www.ids.ua

Get to know our brands on official websites:   www.morshynska.ua,  mirgorodska.ua.

BE SURE TO INDICATE THE DESIRED EXPERIENCE LEVEL IN THE RESUME.