Інженер технічної підтримки (Level 1)

About the Position

We are seeking a Level 1 Technical Support Engineer to join our team in Kharkiv, Ukraine, ensuring client issues are resolved through active network monitoring and remote troubleshooting.

Responsibilities

• Receiving client inquiries/complaints through designated channels;
• Classifying inquiries according to regulations, determining priority;
• Initial diagnostics according to regulations:
  • Collecting symptoms, reproduction conditions, software versions, logs/screenshots, serial numbers, configurations;
  • Checking typical causes according to the knowledge base;
• Remote actions of the 1st level within accesses and procedures;
• Transferring requests to the appropriate department based on criteria;
• Communication with the client: SLA expectations, status, next steps, feedback control;
• Knowledge management: updating FAQ/checklists/response templates, recording new typical cases;
• Participation in internal quality processes: analysis of repeated incidents, proposals for reducing workload.

Requirements

Mandatory:

• Technical education;
• Confident use of PC, disciplined work with tickets/CRM/tables;
• Clear speech, proficient communication (Ukrainian/Russian), customer-orientedness;
• Analytical skills: ability to ask the right questions, record facts, not lose details;
• Stress resistance, multitasking, work on a shift schedule (if necessary);
• Understanding of the principles of operation of electrical devices, AC/DC base, three-phase networks (at the level of terms and safety).

Will be a big plus:

• Experience in support (call-center/tech support/helpdesk);
• Any experience with EV/charging/OCPP;
• Organized workspace with backup power and Internet access.

We Offer

• Official employment and the possibility of booking;
• Competitive salary with a review as competencies grow;
• Training, internal knowledge base, mentor, friendly team;
• Modern equipment, corporate communication;
• Probation period: 2 months (may be reduced by the manager);
• Potential growth to Level 2 Technical Support, software developer.

About the Company

Your assistant Charger System 💙

Just write to us and we will be happy to help you.

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