NOC Engineer

TL;DR

NOC Engineer: Providing first-level technical support and preliminary investigation to customer issues and service requests with an accent on understanding and analyzing requests, reacting quickly, and managing/tracking customer issues. Focus on troubleshooting customer issues, developing knowledge base content, and interfacing directly with customers during problem resolution.

Location: Remote in Ukraine

Company

hirify.global is a custom product engineering company that supports multinational organizations and scaling startups, recognized as one of Ukraine’s largest IT companies.

What you will do

• Provide first-level technical support and preliminary investigation to customer issues and service requests.
• Understand and analyze customer requests, troubleshoot issues, and manage/track them efficiently.
• Respond to customers via web portal, telephone, and e-mail, communicating action plans and resolutions.
• Document all issues thoroughly and develop content for the company's knowledge base.
• Collaborate with technical support staff, QA, development, and Account Teams to resolve problems.
• Manage your own schedule of cases, determining priority levels and setting customer expectations.

Requirements

• Experience with virtualization technology (VMWare/Hyper-V/Azure/AWS) and networking (troubleshooting, setup, configuration).
• 2-4 years of experience in IT, Enterprise/Datacenter software or SaaS solutions support.
• Knowledge of TCP/IP, DNS and other networking concepts.
• Excellent English, both written and speaking skills are required.
• Experience with Jira, Confluence, Salesforce.
• Willingness to work flexible hours to help cover different time zones and perform shift work.
• Customer-focused, self-motivated, with strong troubleshooting and research abilities.

Culture & Benefits

• Work alongside top professionals in a friendly, open-door environment with a focus on growth.
• Engage in large-scale projects with global impact, expanding expertise with cutting-edge technologies.
• Access tailored learning opportunities including internal events, Udemy, language courses, and company-paid certifications.
• Enjoy radical flexibility to work remotely or from an office of your choice.
• Company-paid medical insurance, mental health support, and financial & legal consultations.