IT Support Engineer

About the role: As an IT Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow providing high-quality, reliable technical support and IT services to Ciklum employees. Operating with a high degree of independence, this role focuses on resolving both standard and escalated technical issues, managing local IT infrastructure, and ensuring smooth daily operations in the Lviv office. The IT Support Engineer II acts as a bridge between junior staff and senior engineers, occasionally providing guidance to IT Support Engineer I, while collaborating proactively with specialized teams (Infrastructure, Networking, Security) to solve complex cross-functional challenges. Responsibilities: Independently maintains the stability of the internal IT environment and ensures excellent service delivery Advanced Service Desk management: Independently manage, troubleshoot, and resolve a wide range of tickets within the Service Desk system Employee lifecycle management: Execute technical onboarding and offboarding processes autonomously, ensuring workstations, accounts, and access rights are configured accurately and securely Technical troubleshooting: Diagnose and resolve moderate to complex hardware, software, and network issues for end-users in a timely manner Asset, stock, and procurement coordination: Manage IT assets and local stock in the Management Tool. Assist in identifying hardware needs and participate in the procurement process for IT components Facility and logistics coordination: Oversee local office logistics in Lviv regarding IT equipment, including receiving, processing, and shipping of packages, and setting up equipment for meetings and events Cross-functional collaboration: Work closely with IT Infrastructure, Networking, Security, and Application Support teams to assist in implementing infrastructural changes and resolving shared IT issues Process improvement and documentation: Maintain and update internal technical documentation. Participate in internal reviews to suggest improvements for local IT support processes Requirements: Technical expertise: Solid proficiency in administering Windows (11 and above), Linux (Ubuntu), and macOS. Proven experience with Microsoft 365 products, Google Workspace, Active Directory, and Group Policy Objects (GPO). Familiarity with ABM (Apple Business Manager) and MDM solutions Infrastructure knowledge: Good understanding of networking fundamentals and practical experience in basic network troubleshooting Problem-solving abilities: Strong analytical skills with the ability to diagnose issues independently and effectively under pressure Service and process awareness: Strong understanding of ITIL principles and a demonstrated "client-first" approach to service delivery Collaborative mindset: Proactive team player capable of working seamlessly with local and remote specialized teams Communication and language: Excellent verbal and written communication skills to explain technical concepts to non-technical users clearly. Intermediate (B1) English proficiency is required