Technical Support l2/l3

Location: Kiev, Ukraine

Date posted: August 16, 2019


Our client are team of AI Designers & Security Veterans combined. Together they have built the world’s leading recognition platform, used across multiple industries globally. Based on 20+ years of academic research and field experience.

Their mission - Shaping the future of AI, creating a safer and Better Tomorrow

What company offers: 

— Being a part of an international team focused on excellence in product development;
— Professional growth and cross-location knowledge sharing;
— 21 workdays of annual vacation;
— Flexible work flow (15:00 - 01:00 or 00:00 - 8:00) (Paid taxi for night shifts)
— Modern office facilities in the city center (subway station Arsenalna/Pecherska)
— Team buildings and fun activities;
— Dynamic and friendly work environment;
— Snacks in the office




Here is the requirement and definition of support by Tiers


Tier 2
          The second level of support includes these main activities:
•         Initial diagnostic of the problem
•         Identification and resolution of communication failures between components, or sites
•         Identification and resolution of major application failures (applications stops, application
          communication problems, etc.)
•         Resolve GUI related queries
•         Extraction of system logs
•         Installation of fixes/software updates
•         Escalation of un-resolved cases


Tier 3
          The third level of support includes these main activities:
•         Analysis of software problems
•         Advanced configurations
•         Resolution of undocumented problems
•         Analysis of recurring problems
•         Escalation of un-resolved cases



— Higher education in Information Technology or related field
— Minimum two to three years’ hands-on experience in IT Support
— Experience with support of networking environment;
— Strong troubleshooting skills;
— Strong experience with the support of Linux based operating systems: main networking tools, how to identify and troubleshoot performance issues on the system;
— Operations with the server, using different software and hardware remote access tools;
— Data-driven, analytical mind and excellent problem-solving skills;
— Able to promptly respond to inquiries via email, instant messaging, ticketing systems and other electronic communications;
— Basic knowledge of IT Network (IP Addresses, DHCP, DNS, Gateway, Firewalls, Switch,
— Good communication skills, fluent in written and spoken English
— Have a good sense of problem-solving skills, able to handle the pressure
— A detail-oriented thought process with the ability to prioritize and multitask;