Diya is a successful Ukrainian IT company providing full-service IT solutions for small and medium businesses across the world. Our company has a strong professional background in providing remote technical support services to companies across different industries helping them deliver excellent customer experience.
We are a friendly crowd of it-savvies. Working shoulder to shoulder in a virtual crew gives us the flexibility to provide better solutions and exceed our customers’ expectations.
Diya is currently looking for 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.
L1 Team Leader organizes and coordinates the team in order to achieve maximum delivery quality and customer satisfaction.
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 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
What 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
For a better understanding of who we are and what we are doing, visit our website:
