Support Service Desk Engineer [Level 1]

If you're a talented support engineer with a passion for technology and problem-solving, we'd love to have you on our team as Support Service Desk Engineer.

At ExpressVPN, you'll contribute to building a safer, more open internet for millions worldwide. We're on the lookout for individuals who thrive in solving complex problems, value clarity, and can navigate the challenges of innovation. Join us in enhancing our global VPN infrastructure, ensuring privacy, security, and freedom for our users. 

Who you are 

• You are great at fixing a wide range of technical problems as a Support Service Desk Engineer, especially ones that involve systems, applications, and network configurations.
• You are very good at solving problems, and you also really care about giving great support so that users can do their work without any problems.
• You want to keep getting better at both your skills and the customer experience and you have a growth-oriented mindset. 

What you’ll do 

• Ability to handle big amount of requests in given amount of time, with high quality and precision 
• Work with various monitoring systems, assist in the detection and resolution of issues
• Following existing processes, and effectively execute them in practice
• Respond to internal teams via chat/emails/slack 
• Manage and utilize multiple ticketing systems 
• Draft documentation, training manuals and troubleshooting processes, updating as needed 
• Maintain professional credible relationships with key stakeholders (internal and external)
• Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews 

What you’ll bring 

• Advanced English (both writing and speaking) 
• Advanced verbal/written communication skills, ability to deal with difficult conversations
• Excellent time management, organizational skills, ability to handle multiple concurrent tasks and projects with minimal supervision 
• Logical thinker with analytical and problem-solving mindset, skills in unfavorable conditions 
• Ability to diagnose problematic events or issues, troubleshooting skills
• Up-to-date technical knowledge, understating of modern software 
• Ability to accurately keep records with attention to details 
• Ability to work a flexible schedule with night shifts 
• Ability to learn and develop yourself on a daily basis 

How we’ll support you 

We believe in fostering an environment that empowers decision-making at all levels. Our culture is rooted in the inverted pyramid approach, where the engineers, who have a deep understanding of the product and the customers, are the ones who have the knowledge and the authority to make impactful decisions. 

• We prioritize treating every team member with respect and promote open and constructive feedback, ensuring a culture of trust and transparency. 
• We encourage learning through experimentation and provide a safe space for everyone to learn from their experiences. 
• Our managers are dedicated to facilitating career growth and creating an environment that attracts and supports talented engineers.