Technical Support Specialist - IT Support Specialist
P
PavagoSaaS, IT services, hardware support
Honduras. Mexico. Colombia. Brazil. Costa Rica, U.S. client business hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1–2 years
- Required Skills
- JiraLinuxZendeskServiceNowDatadog
Requirements
- 1–2 years technical support, IT helpdesk, or customer-facing troubleshooting experience
- Experience with ticketing systems (Zendesk, Jira, ServiceNow)
- Familiarity with SaaS applications
- Familiarity with networking basics
- Familiarity with operating systems (Windows, macOS, Linux)
- Strong written and verbal English skills
- Clear, empathetic communicator
- Strong problem-solving skills
- Comfortable working across multiple systems and tools simultaneously
- Calm and professional under pressure
- Detail-oriented with strong documentation habits
Responsibilities
- Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
- Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
- Provide step-by-step guidance to customers in non-technical language.
- Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
- Document troubleshooting steps before handoff to minimize duplication of work.
- Perform account provisioning, access permissions, and system resets.
- Support onboarding/offboarding processes for internal users.
- Create and update internal support documentation and FAQs.
- Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
- Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
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