Tech Support Specialist

Proven experience in a technical support role Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus Excellent communication and interpersonal skills, written and verbal Empathy and patience when dealing with frustrated or non-technical users Process improvement and efficiency optimization 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 Work closely with DevOps and SecOps teams Provide feedback from end-users for system improvements Monitor and respond to tickets in the helpdesk system, ensuring SLAs are met Escalate complex or recurring issues 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 Share insights with internal service teams