Tech Support Specialist

Proven experience in a technical support role, preferably in remote-first or distributed organizations CompTIA A+, ITIL Foundation, or equivalent certifications are a plus Excellent communication and interpersonal skills, written and verbal Empathy and patience when dealing with users Process improvement and efficiency optimization skills Strong problem-solving skills and attention to detail English level: B2+ Basic networking knowledge (e.g., VPNs, DNS, IP configuration) Experience with project management tools and software Technical proficiency with OS’es, APIs, and SaaS solutions Strong troubleshooting skills for popular OS’es and end-user software

Provide remote technical assistance to employees Troubleshoot and resolve hardware, software, or network connectivity issues Guide users in setting up and configuring devices for remote work Assist with on-boarding and off-boarding of contributors Collaborate with DevOps to address infrastructure-related issues Coordinate with SecOps to address security incidents Monitor and respond to tickets in the helpdesk system Escalate complex issues to the IT Manager or relevant teams Maintain detailed records of incidents Identify and address common user pain points Conduct periodic training sessions for contributors Contribute to and maintain the internal knowledge base