Trainee Service Desk Engineer

TL;DR

Trainee Service Desk Engineer (IT Support): Providing technical support to clients across healthcare, education, and finance domains with an accent on ticket lifecycle management and initial diagnostics. Focus on resolving known issues via knowledge bases and ensuring service availability in a 24/7 support environment.

Location: Remote or Office in Ukraine

What you will do

• Monitor and diagnose incoming requests within a 24/7/365 support environment.
• Register, categorize, and prioritize tickets while following predefined escalation workflows.
• Resolve simple tickets and known issues using the internal knowledge base.
• Analyze customer issues to provide workable solutions and confirm resolution.
• Collaborate with problem management to identify potential trends.
• Contribute to the improvement of the knowledge base based on ticket-processing experience.

Requirements

• Bachelor's degree in Computer Science, Applied Linguistics, or a related technical field.
• Familiarity with IT networking and computer fundamentals.
• Knowledge of enterprise software, specifically Microsoft 365 applications.
• English: B2 (Upper-Intermediate) or higher required for written and spoken communication.
• Location: Must be based in Ukraine.
• Ability to work a flexible shift schedule, including night shifts and weekends.

Nice to have

• Basic understanding of ITIL principles.
• Familiarity with documentation tools like Confluence or SharePoint.

Culture & Benefits

• Flexible shift schedule planned two weeks in advance.
• Exposure to various industry domains including healthcare and finance.
• Professional growth opportunities within a global IT services company.
• Collaborative team environment with focused mentorship for trainees.