Ciklum is a leading global digital services and software engineering company, serving Fortune 500 and fast-growing organisations. Headquartered in the UK, we unite 3,500+ software developers, designers, product managers and data scientists around the world building tailored digital solutions that leverage emerging technologies.
We are enabling digital transformation for some of the largest household names and platforms in the digital economy. Ciklum is the place to make your tech ideas tangible and join the global projects redefining industries.
We are looking forward to seeing you as a part of our team!
Description
On behalf of Ciklum Digital, Ciklum is looking for a Technical Support Engineer to join the Kyiv team on a full-time basis.
Our Support Center’s goal is to provide customers with a top-class assistance.
We are looking for service-oriented NOC specialist with excellent English language and excellent communication skills.
Our Client has a globally distributed team of over 450 highly skilled individuals, 5 exciting locations (Malta, London, Chicago, South Africa, and Gibraltar), over 120 content providers and more than 3000 live games, White Hat Gaming (WHG) are a market leading full service B2B casino and sports platform provider.
Since WHG’s start in 2012, they have grown exponentially, year upon year due to the exceptional talent at WHG. WHG is one of the fastest growing companies in the iGaming industry, led by data and the most cutting-edge technologies.
Responsibilities
- Provide technical support and preliminary investigation to customer issues and service requests
- Understand and analyze requests, react quickly
- Manage and track customers issues
- Installation, integration, configuration, monitoring, backup, service creation and day-to-day customer support
- Develop and review content for the company’s knowledge base
- Respond to customers’ request (in quick and efficient manner)
- Respond to escalated technical issues surrounding the platform, primarily by web portal and e-mail & chat
- Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
- Work directly with other technical support staff, development, and the DevOps Team to resolve problems
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- Thoroughly documents all issues, develops and reviews content for knowledge base
- Understand and analyze customers’ problem, find appropriate and acceptable solutions
- Check the status of the problem until it is solved
- Update the documentation
Requirements
- Experience in Technical/NOC Support
- Wiliness to learn such technologies as Scala, Kafka, PHP, Angular
- Experience with Amazon Web Services (AWS: ALB, EC2, RDS, MSK, ELK, ElasticCache Redis)
- Experience with tools such as DataDog, Kibana, OpsGenie etc
- Customer focused and team oriented
- Must have a passion for troubleshooting client problems and satisfying customer needs, strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
- Good Command of English, both written and speaking skills are required
- Service oriented with desire to help people
- Push the matter through
- Detail oriented, reliable, stress resistant
- Responsible, initiative, multitasking, self-organized, eager to learn
- Able to plan your own time
- Shift work (24/7, morning – evening – night)
- Understanding of standard support procedures for proper reporting, escalation and follow up is a MUST
- Experience with Jira, Confluence, Salesforce
- Location: Ciklum Office
Desirable
- Experience with such tools & technologies as: AWS/ EKS dockerised apps, Terraform, Vault, Ansible, BGP, IPSec, Direct Connect, Postgres, Java, Scala, Kafka, PHP, Angular
- Previous NOC experience
- Technical certification/Academic degree
What’s in it for you
- Variety of knowledge sharing and training opportunities
- Unique working environment where you communicate and work directly with client
- Competitive salary
- Career and professional growth
- Possibility to work in a big and successful company
- Long-term employment with 20 working-days paid vacation and other social benefits
- Working in a comfortably located office with warm atmosphere which creates really good working conditions
- Access to webinars, Udemy courses
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