Trainee Service Desk Engineer

Location: Ukraine; remote or office work. The role includes a flexible shift schedule in a 24/7/365 support environment, approximately three night shifts per month, and weekend duties.

Company

hirify.global provides an enterprise IT environment where the Service Desk supports clients and end users.

What you will do

• Monitor incoming service requests and alerts, perform initial diagnostics, and prioritize tickets for timely service restoration.
• Analyze customer issues, provide workable solutions, confirm resolutions, and resolve simple tickets using established procedures.
• Follow escalation workflows and collaborate with relevant teams on issues beyond the Service Desk scope.
• Perform scheduled project tasks and system monitoring within defined timeframes.
• Identify potential trends and contribute observations to problem management activities.
• Update and improve knowledge base content based on ticket-processing experience.

Requirements

• Bachelor’s degree in Applied Linguistics, Linguistics, Computer Science, or a related field with a technical background.
• Basic knowledge of IT networking, computer fundamentals, and enterprise software such as Microsoft 365 applications.
• Basic understanding of ITIL principles and strong troubleshooting, research, problem-solving, and communication skills.
• B2+ written and spoken English for communication with clients and end users.
• Strong time management, coordination, multitasking, attention to detail, adaptability, and stress resilience.
• Willingness to learn and work effectively as part of a team.

Nice to have

• Familiarity with Confluence or SharePoint.

Culture & Benefits

• Remote or office work format.
• Flexible shifts planned two weeks in advance.
• 24/7/365 service support environment with night and weekend duties.