We are looking for a dedicated Help Desk Support Specialist to provide coverage for our Zendesk support system.
Key Responsibilities:
- Help Desk Coverage (12 AM – 8 AM EST, 6 days/week, excluding Saturday nights). We are open to various work setups.
- Weekend Hotline Coverage: Be available for emergency calls (if any).
- Responding to user issues primarily via chat and Zendesk Help Desk tickets (voice calls only in emergencies).
- Assisting with non-development-related IT support tasks.
- Executing predefined SQL statements or troubleshooting process-related issues (with elevated permissions).
- Providing basic alert monitoring and escalating major incidents as needed.
- Acting as the first line of defense, escalating issues to the appropriate party when required.
- Assisting in creating and improving operating procedures and a knowledge base.
What We’re Looking For:
- Good level of English. Strong communication skills, particularly in written format (chat and ticket responses).
- Experience in Help Desk Support (preferably with Zendesk or similar ticketing systems).
- Ability to troubleshoot and resolve common user issues independently.
- Basic understanding of SQL and process-related troubleshooting.
- Experience handling minor alert monitoring and escalating critical issues appropriately.
- Availability for overnight shifts (12 AM – 8 AM EST) and weekend hotline coverage.
Preferred Qualifications:
- Experience in creating and maintaining documentation, runbooks, and knowledge bases.
- Any exposure to SQL-based troubleshooting is a plus.
We offer:
- Maximum flexibility.
- Professional trainings, conferences and certifications.
- Corporate events and benefits.
- Professional literature.
- English courses.
- Discount program.