NOC Engineer

Description Ciklum · Ukraine · posted today ago

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About this role

Ciklum is looking for a NOC Engineer to join our team full-time in Ukraine.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

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' request (in quick and efficient manner)
Respond to escalated technical issues surrounding the platform, primarily by web portal, telephone and e-mail
Interfaces directly with customers at different stages of problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution
Work directly with other technical support staff, quality assurance, development, and the Account Team to resolve problems
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Thoroughly documents all issues, develops and reviews content for knowledge base. Help develop and implement a web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Understand and analyze customers' problem, find appropriate and acceptable solutions
Check the status of the problem until it is solved
Update the documentation

Requirements:

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 and a strong work ethic.
Excellent interpersonal soft skills
Excellent team work ability
Willingness to work flexible hours to help cover different time zones
Excellent English, both written and speaking skills are required
Service oriented with desire to help people
Push the matter through
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
Location: Ukraine, Remote

What’s in it for you?

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: We’ve got you covered with company-paid medical insurance, mental health support, and financial & legal consultations

About us:

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.