Senior Helpdesk Specialist
Location: Kyiv, Ukraine (on-site) Seniority Level: Senior Contract Type: B2B, 1-year contract with the possibility of extension Start Date: ASAP or within 1 month Languages: Ukrainian and advanced English
Responsibilities:
- New Employee Setup: Prepare laptops for onboarding and recover devices for offboarding.

Technical Troubleshooting & User Support:
- Provide support for hardware in the office, including meeting rooms, printers, auditorium, laptops, smartphones, cabling, headsets, keyboards, and mice.
- Offer basic network support in coordination with the HQ network team.
- Ticket Management: Manage and resolve tickets for support issues.
- Inventory Management: Track and maintain an inventory of IT assets.
- Remote Support: Provide technical assistance remotely.
- Order Management: Follow IT processes to order and receive hardware, configure access cards, and handle other logistical tasks.
- Vendor Liaison: Engage with local vendors for hardware orders, recycling, AV equipment installation, and printing access cards.
- Reporting: Document completed work and track hours for IT management.
- Technical Solutions: Propose and implement solutions to local technical issues as they arise.

Requirements:

Must-Have:
- The agent needs to be physically present in the office.
- The agent needs to speak Ukrainian and English.
- The agent needs to have experience in IT processes and helpdesk tasks.
- Experience: 6+ years in IT support or helpdesk, handling user support, ticketing systems (e.g., Jira), and office equipment configuration.
- Technical Skills: Familiarity with working alongside external vendors; experience with hardware setup and troubleshooting.
- Soft Skills: Excellent communication and problem-solving skills, proactive, and able to work independently. Prior experience in phone-based tech support is a plus.

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