L1 Technical Support Specialist

ABOUT THE COMPANY: ENESTECH Software, one of the companies within the TECHIIA holding, is the developer of the SENET cloud platform — a SaaS solution designed to automate processes in esports centers and computer clubs. SENET was born from the idea of the owners of a small Kyiv-based network of computer clubs. They began developing their own software to simplify the simultaneous management of dozens of computers and to provide better service for gamers. Today, ENESTECH Software is an international company with SENET users in more than 60 countries worldwide. ENESTECH independently handles the development, support, promotion, and sales of its product. All of this is done by an international team that speaks seven languages and has deep expertise in computer games. We are proud of our Ukrainian roots, which is why we support Ukraine in its fight against Russian occupation and do not provide services to computer clubs in Russia or Belarus. The team is actively involved in volunteering and supports the Armed Forces of Ukraine together with the TECHIIA holding. ABOUT THE ROLE: We are looking for a L1 Technical Support Specialist with good communication skills, basic technical knowledge, and a customer-focused mindset. You will be the first point of contact for our customers. You will help them with product-related questions, troubleshoot technical issues, and escalate more complex cases to the next support level when needed. This role is a good fit for someone who enjoys solving technical problems, communicating with customers, and learning new things. In this role, you will be the first point of contact for clients, handling incoming requests, performing initial troubleshooting, and escalating issues when needed. WORK SCHEDULE AND FORMAT: - Shift: 15:00–23:00 (Kyiv time). - Schedule: 5 working days / 2 days off, with fixed working days and days off that may fall on weekdays or weekends. - Work format: Fully remote. KEY RESPONSIBILITIES: - Remotely install SENET software and its components for new customers. - Assist new customers with initial product setup and onboarding. - Handle incoming customer requests and provide product-related support. - Diagnose and troubleshoot common software and technical issues. - Analyze logs and technical information to identify possible causes of issues. - Escalate complex technical cases to the L2 support team. - Provide clear solutions and maintain professional, customer-focused communication. TECHNOLOGY STACK: - Operating Systems: Windows 10/11. - Networking: TCP/IP, DNS, DHCP, VPN, LAN/WAN. - Hardware: CPU, RAM, SSD/HDD, GPU. - Browser Developer Tools: Network, Console, cookies, local storage. - Troubleshooting: Log analysis, software installation and configuration, remote diagnostics. REQUIREMENTS: - Ukrainian: Fluent. - English: B1—B2. - Basic Windows administration and software troubleshooting skills. - Understanding of networking fundamentals and computer hardware. - Ability to analyze technical information and identify common issues. - Strong communication and problem-solving skills. - Customer-focused mindset and analytical thinking. - Willingness to learn, ask questions, and develop technical skills. - Interest in computer games and the gaming industry will be a plus. SELECTION PROCESS: - Ukrainian: Fluent. - English: B1—B2. - Basic Windows administration and software troubleshooting skills. - Understanding of networking fundamentals and computer hardware. - Ability to analyze technical information and identify common issues. - Strong communication and problem-solving skills. - Customer-focused mindset and analytical thinking. - Willingness to learn, ask questions, and develop technical skills. - Interest in computer games and the gaming industry will be a plus. WE OFFER: - Fully remote work. - Open and friendly corporate culture. - Structured onboarding and support from the team. - Medical insurance after the probation period. - 12 paid vacation days per year. - 9 paid sick leave days per year. - PE (FOP) support. - Freedom to suggest ideas and take initiative. - Opportunities for professional growth in an international SaaS company. Interested in joining SENET? Send us your CV — we will be happy to meet you and tell you more about the team and the product. Відгукнутись на вакансію