Service Desk Engineer

Service Desk Engineer

Ciklum is looking for a Service Desk Engineer to join our team full-time in Ukraine. We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

The Service Desk Engineer is responsible for delivering operational and technical support within the team managing the organization's analytics and reporting platforms. This role includes all responsibilities of the Junior Service Desk Agent while extending into mid-level responsibilities. While the primary focus is the enterprise analytics environment, including the platform powered by client, the role also supports associated systems, integrations, data sources, and related technologies. As the sole support function within this area, the Support Engineer provides end-to-end ownership of support activities, ensuring stability, performance, and a high-quality user experience across reporting and analytics services.

Responsibilities:

• Platform & Application Support
• Act as the primary point of contact for issues related to analytics and reporting platforms
• Provide 1st and 2nd line support for reporting tools, associated applications, integrations, and user access
• Troubleshoot platform performance, connectivity, authentication, and permission-related issues
• Support users with data access, report execution issues, and platform functionality questions
• Provide both technical and general user support related to reporting environments
• Incident & Service Management
• Own incidents from identification through to resolution and closure
• Prioritize issues based on business impact and urgency
• Conduct structured troubleshooting and root cause analysis for recurring platform issues
• Coordinate with infrastructure, data, and application teams when cross-functional resolution is required
• Manage service disruptions and unknown issues independently
• Data & Integration Awareness
• Support issues related to upstream data sources and data warehouses where they impact reporting
• Investigate data refresh failures or inconsistencies
• Escalate structural data issues appropriately while maintaining ownership of communication and follow-up
• Documentation & Knowledge Management
• Create and maintain technical documentation, support procedures, and user guidance
• Document recurring issues and maintain knowledge base content
• Standardize support workflows
• Process Improvement & Automation
• Identify opportunities to streamline support processes
• Automate repetitive operational or support tasks where feasible
• Contribute to improvements in monitoring and alerting
• Security & Governance
• Apply secure behaviors in all support activities
• Ensure platform access and usage align with governance standards

Requirements:

• Relevant IT qualification or equivalent practical experience
• 3+ years in IT support, ideally supporting business applications or analytics platforms
• Strong troubleshooting and analytical skills
• Understanding of reporting environments and data flow concepts
• Ability to work independently with full ownership of support activities
• Strong communication skills in English
• Customer-oriented and proactive mindset
• Strong hands-on Tableau experience including: building dashboards, creating Prep flows, designing data models, and working with published data sources

What’s in it for you?

• Strong community: Work alongside top professionals in a friendly, open-door environment
• Growth focus: Take on large-scale projects with a global impact and expand your expertise
• Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
• Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
• Flexibility: Enjoy radical flexibility – work remotely or from an office, your choice
• Care: We've got you covered with company-paid medical insurance, mental health support, and financial & legal consultations

About us:

At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you'll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.

As one of Ukraine's largest IT companies and a top employer recognized by Forbes, we've spent over 20 years delivering meaningful tech solutions. We proudly support diverse talent and military veterans, recognizing their unique skills and perspectives they bring to shaping the future.

Interested already? We would love to get to know you! Submit your application. We can't wait to see you at Ciklum.