[Hiring] NOC Engineer @Ciklum

Role Description

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' requests in a quick and efficient manner
• Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone, and e-mail
• Interface directly with customers at different stages of the problem resolution process
• Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
• Manage own schedule of cases, determining priority levels and negotiating expectations with customers
• Thoroughly document all issues and help develop web-based support initiatives
• Understand and analyze customers' problems, finding appropriate and acceptable solutions
• Check the status of the problem until it is solved
• Update the documentation

Qualifications

• 2-4 years of experience in IT, Enterprise/Datacenter software or SaaS solutions support
• Knowledge of TCP/IP, DNS, and other networking concepts
• Customer focused and team oriented
• Experience with virtualization technology (VMWare/Hyper-V/Azure/AWS) and networking (troubleshooting, setup, configuration)
• Previous relevant technical experience
• Technical certification/Academic degree
• 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
• Strong ability to combine monitoring function and other ongoing processes
• Must be self-motivated, with a sense of urgency and efficiency
• Excellent interpersonal soft skills
• Excellent teamwork ability
• Willingness to work flexible hours to help cover different time zones
• Excellent English, both written and speaking skills are required
• Service oriented with a desire to help people
• Detail oriented, reliable, stress resistant
• Responsible, initiative, multitasking, self-organized, eager to learn
• Able to plan your own time
• Shift work
• Understanding of standard support procedures for proper reporting, escalation, and follow-up is a MUST
• Experience with Jira, Confluence, Salesforce

Benefits

• Strong community: Work alongside top professionals in a friendly, open-door environment
• Growth focus: Take on large-scale projects with a global impact and expand your expertise
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
• Flexibility: Enjoy radical flexibility – work remotely or from an office, your choice
• Care: Company-paid medical insurance, mental health support, and financial & legal consultations

Company Description

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.

Explore, empower, engineer with Ciklum!