Technical Support Team Leader (Level 1)

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.
  • 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
  • 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
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