Technical Support Team Leader (Level 1)
Primary stack
Nice to have's
Job description
About the Position
Founded in 2015 in Ukraine, with a representative office in Estonia, Diya has grown into a global IT solutions provider and a proud part of Euvic Group. We help small and medium-sized businesses optimize operations, enhance security, and establish a strong digital presence. Over the past decade, we have built a reputation as a trusted technology partner, a Microsoft partner, delivering tailored IT solutions that drive efficiency, innovation, and growth.
Diya is currently looking for a Technical Support Team Leader (L1) for a full-time position at our Zhytomyr office or remotely, who is tech-savvy with excellent troubleshooting skills, to join us.
The L1 Team Leader organizes and coordinates the team to achieve maximum delivery quality and customer satisfaction.
Responsibilities
Team Management Responsibilities
- Tasks distribution, priorities determination, as well as monitoring and evaluation of the task’s implementation
- Documentation works, including operational documents, instructions, standard operations procedures, and reports for the Executive Board, Operations Manager, and Customers
- Delivery operations monitoring and ensuring the delivery quality
- Communications within the delivery
- Verbal meetings with clients
- General L1 team management, tasks progress tracking, and development of technical expertise of the team
- Distribution tasks according to the workload and technical skills of the team
- Regular status meetings with the team
- Knowledge sharing within the team
- Hands-on help for the team with tasks during peak workload hours
- Maintaining a healthy relationship in the team
- Conflict management inside the team
- Team education, mentoring, and other team activities
- Adaptation of new team members
- Daily checks of the time tracked and its accuracy
- Participation in the regular performance evaluations of the team
Engineering Responsibilities
- Act as the primary technical escalation point within L1
- Troubleshoot and resolve complex or non-standard L1 issues
- Perform advanced technical triage before escalation to L2/L3
- Ensure proper diagnostics, logs, and troubleshooting steps are completed
- Maintain and improve technical runbooks, SOPs, and knowledge base
- Reduce unnecessary escalations through coaching and technical guidance
- Participate in major incident bridges and provide L1 technical coordination
- Conduct preliminary root cause analysis for recurring issues
- Define and enforce technical troubleshooting and documentation standards
Requirements
- English: Upper-Intermediate (B2)
- A minimum of 2 years of experience as an IT administrator with a primary responsibility of managing Microsoft Windows systems
- Experience with Microsoft 365 and Azure platforms
- Knowledge of ticketing systems, monitoring, managed antivirus, and backup solutions
- Demonstrated ability to generate and maintain technical documentation
Will be a Plus
- Strong knowledge of administration and configuration of Windows servers and basic services (AD, GPO, DNS, ADFS, etc.)
- Knowledge of managed antivirus and backup solutions
- Solid knowledge of PowerShell Scripting and command-line management
- Experience in managing a team
- Microsoft 365 Certification
We Offer
- Comfortable work environment, remote work
- Competitive salary
- Paid vacation and sick leave
- Healthcare insurance and gym
- Training and useful experience
- Work in a young and friendly team
- Career opportunities and professional growth
About the Company
Founded in 2015 in Ukraine, with a representative office in Estonia, Diya has grown into a global IT solutions provider and a proud part of Euvic Group. We help small and medium-sized businesses optimize operations, enhance security, and establish a strong digital presence. Over the past decade, we have built a reputation as a trusted technology partner, a Microsoft partner, delivering tailored IT solutions that drive efficiency, innovation, and growth.
Ready to Join Our Team?
Check our open positions and send your CV to get started.
Anna Tkachuk
Head of the Human Resources Department
© Diya. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Founded in 2015 in Ukraine, with a representative office in Estonia, Diya has grown into a global IT solutions provider and a proud part of Euvic Group. We help small and medium-sized businesses optimize operations, enhance security, and establish a strong digital presence. Over the past decade, we have built a reputation as a trusted technology partner, a Microsoft partner, delivering tailored IT solutions that drive efficiency, innovation, and growth.