Helpdesk Engineer at Brainstack

ABOUT THE PROJECT

Brainstack is a Ukrainian multi-product IT company. If you are looking for a space of opportunities for constant scaling and love star tasks, then you are with us. Here you will find challenges that help achieve your ambitions, create profitable businesses without illusions, and turn ideas into successful IT products. Our team will always support you and won’t leave you alone with challenges.
Our portfolio includes mobile and web applications and services with a million-strong audience covering various niches: Parental Control, Wellness, AI, etc.
Currently, we are looking for a Helpdesk Engineer in our friendly Infrastructure Operations team in the Infrastructure department.

REQUIREMENTS

– Experience as a Helpdesk / IT Support / Service Desk Engineer from 6–12 months
– Confident understanding of Windows 10/11 and macOS at the user administration level
– Knowledge of basic network principles (TCP/IP, DNS, DHCP, VPN)
– Experience with user management systems (Active Directory or similar)
– Experience or understanding of Google Workspace / Microsoft 365 is a plus
– Understanding of basic information security principles (passwords, MFA, access management, least privilege)
– Experience with ticket systems (Jira Service Management, Zendesk, etc.)
– Basic command line skills (Windows / macOS / Linux)
– Willingness to work according to processes, SLA, and learn quickly.

RESPONSIBILITIES

– Reception, registration, and processing of user requests through the Service Desk according to SLA
– Providing first-line technical support to employees (Windows / macOS / basic Linux systems)
– Diagnosing and troubleshooting issues with workstations, laptops, peripherals, and corporate software
– Managing access to internal systems and services
– Creating, modifying, and blocking user accounts (LDAP / Active Directory / Google Workspace / SSO)
– Setting up and supporting corporate devices, inventory management, working with MDM solutions
– Maintaining and updating documentation (instructions, FAQs, how-tos, troubleshooting)
– Escalating complex incidents to IT Ops / DevOps / Security teams
– Participating in the onboarding and offboarding processes for employees.

WHAT WE OFFER

– Development of leaders in our Brainstack Leadership School – an authorial training system for managers
– Covering professional training: courses, certifications, workshops
– If foreign language is necessary, we compensate it
– We cover participation in professional conferences, events, and meetups
– Providing access to an electronic library
– We conduct regular performance reviews to track your progress.

COMPENSATION & BENEFITS

– 21 days of vacation and weekends on national holidays
– 100% paid sick leaves
– Medical insurance after the probation period
– Quarterly team-building events
– Internal clubs of interest (Running Club, Booking Club, Cooking Club)
– Support for colleagues and their families serving in the Armed Forces of Ukraine
– Participation in social projects
– Ambassador programs.