Technical support specialist in effie

effie is an international product IT company. We are part of Asnova Holding (more than 10 companies and 6,000 employees) and provide a full cycle of turnkey IT function management in such companies as SAV ORBICO, TS Plus, the WineTime chain of stores, ESMA, Asnova, Savtoservice and others.
We provide a full list of services in the following areas:
- Infrastructure - from the support of servers and network equipment of various levels of complexity to the support of workstations users, from video surveillance and audio systems to work on the SCS, from renting server equipment and deploying cloud services to supporting Office365 services; 
 - Business systems - from the implementation and support of a package of 1C software products to the development of our own ERP solutions, from the creation of MS SQL Server databases and the optimization of database operations to the administration and backup of data to secure storage, from the development of a software product and the implementation of integrations with various systems to the creation of regular reports;            
- Analytics - from analyzing business needs and functions to creating and deploying OLAP systems, from creating Dashboards to reports in Power BI;
- Support - from a large number of retail stores and office locations to remote users, from A-class distribution warehouses and technical service stations to sales agent support at customers.

What is important to us:
- Passion — it is possible to make customers happy only by being in love with your business;
 - Trust — as the foundation of building all relationships within the company and beyond;
 - A sense of beauty — an attitude towards quality in all its manifestations;
 - Simplicity — simplicity does not require explanations.
 
Main tasks:
 - Acceptance of applications in accordance with the internal regulation on the level of service;
 - Classification and prioritization of applications in the "Open" status;
- Transfer of classified applications to the queue of the corresponding group;
- Informing the executor of the application about the "Urgent" priority; applications;
- Advising users on IT services;
- Displaying in the application management system all events and actions related to resolution;
- Preparing information for the knowledge base if the application solution is found independently; needs;
- Maintaining feedback with the client throughout the application resolution period and displaying these actions in the application management system;
- Demonstration of solutions to clients;
- Closing applications after confirmation of the decision by the client;
- Participation in application retrospectives;
- Interaction with all members of the support teams to successfully solve the user's problem;
- Formation of temporary teams of several specialists for the most effective solution to the problem;
 - Definedincident according to the template.
 
Professional and personal competencies:
- Experience in technical support from 1 year;
 - Knowledge of computer technology and software;
 - Understanding of the principles of working with user requests: systematization, determining the level of importance and priority of the request;
 - Friendly communication and the ability to clearly express your thoughts;
 - Ability to find a solution to the problem independently.
 - Organization, quick learning;
 - Punctuality and responsibility.
 
Will be a plus:
 - Ability to work with software for receiving, processing and registering applications and user requests;
 - Configuring Windows operating systems on PCs and installing and supporting software;
 - Work with Office365 packages;
- Working skills in Active Directory, Microsoft 365 admin center.

Working conditions:
- Remote work mode; 
- If desired, there is an opportunity to work hybridly or permanently in the office;
- Office in Kyiv, 15 minutes' walk from the Svyatoshyn metro station, equipped with shelter and everything necessary for autonomous work during power outages and blackouts;
- Work schedule from Monday to Friday from 09:00 to 18:00;
- Paid shifts: working days - from 18:00 to 22:00, weekends - from 10:00 to 22:00;
- Free parking for cars, motorcycles and bicycles;
- Partial compensation of health insurance after passing the trial period;
- Paid vacation 21 working days and sick days; discount card of the WineTime chain of stores.