Senior IT Support Engineer

Ciklum is looking for a Senior IT Support 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:

A Senior IT Support Engineer provides the first technical support line to Ciklum employees. This role involves mentoring and coordinating local IT Operations Team members and is responsible for delivering high-quality IT services.

Responsibilities:

A Senior IT Operations Engineer is pivotal in managing technical support activities and providing leadership to local IT Operations Team members. The primary responsibilities also include:

• Managing Service Desk system tickets
• Onboarding and offboarding employees
• Cooperating with other IT sub-departments to solve common IT issues
• Managing IT assets and IT stock. Controlling timely procurement of IT components
• Providing advanced technical support to end-users, solving complex hardware, software, and network-related issues
• Leading negotiations with IT service providers and vendors to secure optimal service agreements and cost-effective solutions
• Supervising a local team's work and efficiency. Providing regular reports on local IT Operations Team members' performance and individual results
• Reviewing all technical support-related processes and documentation for continuous improvement
• Managing global goals achievement by local IT Operations Team members
• Being constantly involved in internal team process reviews and providing suggestions for improvement and enhancement

Requirements:

A Senior IT Operations Engineer should have the following skills and qualifications:

• Technical Expertise: Proficiency in administering Windows, Linux, and macOS operational systems, Microsoft products, Networks, Google Apps, Active Directory, ABM, and MDM
• Problem-solving abilities: Diplomatic mindset, client-oriented (client-first) approach with exceptional crisis management and strong analytical skills
• Strong Team Player: Demonstrate ability to collaborate seamlessly within a Team environment, fostering cooperation and mutual support
• ITIL Principles and Communication: Deep understanding of ITIL principles and excellent communication skills to convey information clearly and concisely
• Resilience and Adaptability: Maintaining composure and focusing on solutions under high pressure or in difficult situations
• Continuous Learning: Demonstrate commitment to self-improvement and ongoing self-education to stay current with evolving technologies and trends
• Leadership: Proven leadership abilities with experience in mentoring and guiding a team towards achieving shared goals
• Proficient English: Advanced proficiency in English is required both verbal and written for effective communication and documentation
• Previous experience in managing customer-focused team members

What`s in it for you?

• Strong community: Work alongside top professionals in a friendly, open-door culture that values initiative and empowers its people to succeed
• Fast-paced & agile environment: Be part of a dynamic, fast-moving organization that champions efficiency and innovation
• Global exposure: Collaborate with international, cross-functional teams and contribute to large-scale initiatives
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.
As one of Ukraine’s largest IT companies and a top employer recognized by Forbes, we’ve spent over 20 years delivering meaningful tech solutions. We proudly support diverse talent and military veterans, recognizing their unique skills and perspectives they bring to shaping the future.
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Explore, empower, engineer with Ciklum!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.