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VITALII KUCHER
Technical Support Specialist (L1/L2) — Incident Triage · Escalation · Knowledge Base
Zhytomyr, Ukraine · fully remote · open to shift work
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English — B2 / Upper-Intermediate, my daily working language · Ukrainian — native · Russian — native
PROFILE
Support and operations specialist with two years of 24/7 first-line response for a distributed technical operation across two international sites. I take a queue of incoming alerts and cases, triage by impact, do the troubleshooting myself, and only escalate once diagnostics and logs are complete — then drive each case to a documented close. English is my daily working language: I handle escalations, complaints and live calls with international partners and an institutional client, and I wrote the approved answer set my team uses so the client gets a consistent reply. I am also the person who builds the knowledge base: 19 step-by-step fault playbooks, an eight-step diagnostic ladder and a controlled register of ~24 procedures and checklists, so recurring problems stop coming back. Looking for a support role where I can keep doing root-cause work rather than reading from a script.
WHAT I BRING TO A SUPPORT TEAM
• Case triage against priority and SLA — I work a queue where priorities shift hourly, prioritise by business impact, and own a contractual availability target with weekly reporting on where we stand against it.
• Real troubleshooting, not guessing — I reproduce the fault, read logs and configuration, find the root cause, and fix it or hand it to the next level with a clean, complete summary.
• Escalation done properly — I authored the escalation matrix and the rule that diagnostics and logs must be verified before anything moves to L2/L3. Fewer bounced tickets, faster resolution.
• Knowledge base ownership — every solved problem becomes a documented procedure. That is how I turned a stream of repeat questions into a playbook library the whole team works from.
• Client-facing English — daily written and spoken communication with international partners, vendors and an institutional client, including complaints, disputes and live calls.
• Pattern-spotting — I flag the product and process gaps behind recurring issues instead of closing the same ticket every month.
• Remote self-management — two years working fully remotely with no manager in the room, on a fixed reporting cadence. I do not need reminders.
EXPERIENCE
Remote Operations & Technical Support SpecialistNov 2024 – Present
EcoDigital AG / Digital Energy Group — Zug, Switzerland (fully remote from Ukraine)
24/7 remote support and operations for two international data-centre sites, in Northern Norway and Ethiopia. Norwegian site: 300+ units, approx. 2.5 MW; nine external service partners and OEMs; one institutional client under a contractual availability obligation.
Incident triage, troubleshooting & escalation
• Own 24/7 monitoring and first-line response: I take incoming alerts and cases, triage them by impact, confirm the fault at the source to rule out a dashboard glitch, and drive every incident from detection through resolution to a written close.
• Authored and follow the standard eight-step diagnostic ladder — reboot, restore settings, power cycle, cable and component swaps, log export — so cases are properly investigated before they leave first line.
• Act as the single escalation and coordination point to field engineers and nine external partners: dispatch by priority, verify that diagnostics and logs are complete before escalating, confirm the fix, close the loop.
• Handle hardware fault diagnosis and RMA cases end to end with the equipment OEM and its authorised European repair centre — error-code analysis, log export, work order, replacement, return verification.
• Restored failed edge compute nodes the same day — power-supply replacement, Linux reconfiguration and DHCP/network re-addressing — returning all units to service.
Client communication & complaint handling
• Sole operational interface to an institutional client: handle their queries, escalations and complaints directly, in English, and never let them be the first to report a problem — that is a written standing rule I work to.
• Wrote the approved question-and-answer set the team uses with that client, so responses are consistent and accurate regardless of who replies.
• Maintain a shared tracker the client can see, showing the stage and diagnosis of every unit in the repair pipeline — which removed most status-chasing messages.
• Produce the evidence packs — figures, timings, screenshots and logs — that resolve billing and availability disputes with documented fact rather than argument.
• Report on a fixed daily, weekly, monthly and quarterly cadence to management, executives and the client side.
Knowledge base, documentation & enablement
• Built the site knowledge base from nothing: when I joined, the working rules existed only as two years of scattered Telegram and email messages. I consolidated them into one controlled operating manual — 16 sections, 19 step-by-step fault playbooks, an escalation matrix and ready-to-send message templates.
• Own a controlled register of ~24 procedures, guides, checklists and daily-inspection forms, and audit partner compliance against them.
• Onboarded and trained an incoming colleague end to end from that documentation — architecture, tooling, fault response, escalation boundaries and documentation standards.
• Set the team working standards: single system of record, file-naming convention, always-log rule, and an end-of-day summary.
Monitoring, tooling & automation
• Built and maintain automated alert routing — Telegram alert bots, alert rules and dashboards — which moved fault detection from scheduled manual checks to minutes-level notification and assignment.
• Work daily across monitoring and ticketing dashboards, remote access over VPN, device web interfaces and command line to confirm faults at the source.
• Use AI tools as part of the job, not as an experiment: Claude / Claude Code for document and data workflows, and automated meeting minutes with action-item assignment.
• Keep master data at 100% accuracy across 300+ units — identifier, location, owner and addressing — the upstream feed into monitoring, the client portal and billing.
Process improvement
• Convert recurring faults into documented procedure rather than repeat escalations — the reason the playbook library exists at all.
• Found a metering defect nobody had noticed: all three phases of one distribution panel were reading a negative power factor, so registered capacity was reported as 2.0 MW against 2.6 MW actual. I diagnosed it from the data, escalated with evidence, and drove the contractor correction ahead of a hard deadline — recovering roughly 30% of the affected revenue.
• Operate to security and data-handling discipline: credential vault policy, client-confidentiality rules, and a cybersecurity background behind both.
Programming Teacher / Technical Trainer (part-time, in parallel)Dec 2023 – Aug 2025
Logika — International School of Programming
• Explained technical concepts to non-technical people at very different skill levels and adapted the depth of explanation to each — the same skill a support case needs.
• Tracked individual progress, ran assessments and held structured review sessions with parents; managed motivation and conflict situations in live sessions.
TOOLS & SYSTEMS
Case & task systems ClickUp as system of record; monitoring and ticketing dashboards; shared client-facing trackers; escalation matrices and SLA reporting. Zendesk / Jira Service Desk / Freshdesk are new to me — the triage, SLA and knowledge-base habits behind them are not, and I pick tools up fast.
Operating systems Windows 10/11 administration and troubleshooting; Linux (Ubuntu/Debian CLI, systemd, SSH); command-line diagnostics; browsers and everyday web tooling
Networking TCP/IP, DNS, DHCP, VLAN, routing and switching; WireGuard / OpenVPN; RDP and remote support; packet-level troubleshooting; Cisco Networking Academy CCNAv7 track
Scripting & data Bash; PowerShell; Python (basic); Git; Excel / Google Sheets at an advanced level — operational trackers, reporting, analysis
Automation & AI Telegram alert bots and alert routing; Claude / Claude Code for document and data workflows; Fireflies.ai automated meeting minutes with action items
Security B.Sc. Cybersecurity; OWASP and web-security fundamentals (PortSwigger); Nmap, Burp Suite, Kali Linux; phishing and endpoint-hygiene awareness for end-user support
Ways of working Fully remote, self-managed, fixed reporting cadence; comfortable with shift and on-call routines; calm under a loud queue; documentation-first habit
EDUCATION
B.Sc., Cybersecurity (125)2021 – 2025
Zhytomyr Polytechnic State University — Faculty of Information and Computer Technologies
CERTIFICATES
• Cisco Networking Academy — CCNAv7 three-course track (2023): Introduction to Networks; Switching, Routing & Wireless Essentials; Enterprise Networking, Security & Automation
• NDG Linux Essentials — Cisco Networking Academy / NDG (2023) · Cybersecurity Essentials — Cisco Networking Academy (2022) · JavaScript Essentials 1 (JSE) — Cisco Networking Academy / OpenEDG (2023)
• PortSwigger Web Security Academy — training completed · Hack The Box — Learn the Basics of Penetration Testing, 3 levels