Middle L1 Service Desk Engineer

As a Technical Support Specialist, you will be responsible for facilitating seamless access to systems and services for internal employees within the company. Your role entails providing timely and effective technical support, managing access rights and permissions, and ensuring smooth communication with internal stakeholders.

About your key responsibilities and impact:

• Access Provisioning and Support: Acting as the primary point of contact for internal employees seeking access to systems and services. Processing access requests promptly and accurately, ensuring employees have the necessary permissions to perform their duties effectively;
• Rights and Permissions Management: Utilizing Active Directory (AD) and GSuite to manage rights and permissions for different systems and services. Granting appropriate access levels based on job roles and responsibilities, maintaining security and compliance standards;
• Application Installation, Configuration, and Troubleshooting: Providing support in the installation, configuration, and troubleshooting of systems and services related to granted permissions and accesses. Assisting users in resolving access-related issues promptly to minimize disruptions to workflow;
• Communication with Internal Stakeholders: Communicating effectively with internal employees using internal ServiceDesk systems and messaging platforms. Addressing inquiries, providing updates on access requests, and offering technical assistance as needed to ensure clear and efficient communication channels;
• Schedule Availability: Being available for support during regular business hours, Monday to Friday, from 9:00 to 18:00, to promptly address access requests and technical issues encountered by internal employees;

Essential professional experience:

• Experience in customer support, service desk, or incoming line;
• Basic understanding of operating systems (Windows\MacOS);
• Basic understanding of Networking (OSI, TCP\IP protocols);
• Basic understanding of Active Directory and GSuite;
• Strong troubleshooting and problem-solving skills;
• Full proficiency in Ukrainian language;
• Experience with JIRA/Confluence.