NOC Engineer

Ciklum is looking for a NOC Engineer to join our team full-time in Ukraine.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a NOC Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Responsibilities:

• Provide first level technical support and preliminary investigation to customer issues and service requests

• Understand and analyze requests, react quickly

• Manage and track customers issues

• Troubleshoot customer issues primarily by frontal sessions

• 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, telephone and e-mail

• 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, quality assurance, development, and the Account 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…