[Hiring] Senior IT Support Coordinator @Locaria

Role Description

We are looking for an experienced IT support professional to join our IT team as a Senior IT Support Coordinator. You will be the primary point of contact for end-user support across multiple locations globally, working closely with a small, distributed IT team. This is a hands-on support role from day one, but it is designed for someone who wants to grow. Over time, the right candidate will take on increasing coordination responsibilities within the support function.

Responsibilities

• Day-to-day support:
  • Respond to and resolve support tickets covering workstation incidents and service requests, for users across multiple global locations.
  • Provide on-site and remote technical assistance: diagnose, troubleshoot and resolve hardware, software and connectivity issues for a wide range of users.
  • Manage user accounts for onboarding and offboarding, including equipment shipping coordination and IT inventory upkeep.
  • Train end-users on hardware, software and security best practices.
  • Escalate to the next support level when needed, maintaining clear ownership and status tracking until resolution.
  • Adhere to established procedures for logging, reporting and monitoring helpdesk requests.
  • Gain hands-on exposure to systems and infrastructure administration.
• Team coordination & improvement:
  • Coordinate day-to-day workload and priorities across the support team, ensuring coverage and consistent service quality.
  • Document incident resolutions and maintain a knowledge base to reduce repeat handling time and enable team autonomy.
  • Map and document repeatable support processes to improve consistency and onboarding speed.
  • Maintain a clear, up-to-date view of the support function at all times: open incidents, their status, priorities and blockers.
  • Share that view regularly with the IT Head; flag pain points, suggest improvements and contribute to action plans.
  • Manage working relationships with hardware and software vendors.

Qualifications

• 4+ years in an IT support role, with a track record of handling a wide range of end-user issues independently.
• Experience working in a multi-location or international environment.
• Advanced Ukrainian and English level is required, both written and spoken.
• Able to explain technical concepts clearly to non-technical users.
• Comfortable engaging with senior stakeholders in writing.

Requirements

• Technical skills:
  • Windows and macOS desktop operating systems.
  • Microsoft Active Directory and user access management.
  • Microsoft 365 and/or Google Workspace.
  • Identity and access tools: MFA, SSO, Okta or similar.
  • Ticketing and remote support tools.
• Soft skills & mindset:
  • Proactive — spots problems before they escalate and proposes solutions.
  • Organized and methodical: documents as you go, follows through on open items.
  • Able to work autonomously and make sound judgement calls under pressure.
  • Collaborative and service-oriented — builds trust with users and colleagues.
• Nice to have:
  • Experience writing process or incident documentation.
  • Basic systems administration exposure (servers, cloud environments).
  • Experience with Mobile Device Management (MDM) tools.
  • Administration of SaaS platforms.

Benefits

• Enjoy 24 working days of paid leave per year and an extra day off to celebrate your birthday.
• Flexibility to work from home and opportunities to work abroad.
• 2 extra days off annually for volunteer work.
• Annual Wellbeing Calendar, offering dedicated sessions and initiatives throughout the year to support your health and happiness.