Technical Support Specialist - (IT Support Specialist)

About the Role

We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users. This role is focused on resolving Level 1 and Level 2 technical issues, managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams. If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues, this role is for you.

What You’ll Own

• Customer Support & Troubleshooting: Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, ServiceNow. Diagnose and resolve Level 1 / Level 2 technical issues. Support common issues such as password resets, connectivity problems, app errors, access issues. Explain technical solutions in clear, simple language.
• Issue Escalation: Escalate complex issues to Tier 2/3 support, DevOps, or engineering. Document troubleshooting steps before escalation. Ensure handoffs are clear, complete, and easy to act on.
• Basic System Administration: Handle account provisioning and access permissions. Perform system resets and user access updates. Support onboarding and offboarding workflows.
• Documentation & Knowledge Base: Create and update FAQs and support documentation. Document recurring issues and solutions. Improve resolution speed through better internal knowledge resources.
• Monitoring & Alerts: Use monitoring tools such as Datadog, Splunk, New Relic, or similar. Identify issues proactively when possible. Report recurring problems and trends for root cause analysis.
• Collaboration: Work with product, QA, and engineering teams. Share customer insights, bug reports, and feature feedback. Support continuous improvement in product and support processes.

What Makes You a Strong Fit

• Clear, empathetic communicator
• Strong problem-solving and troubleshooting skills
• Calm and professional with frustrated users
• Comfortable working across multiple systems
• Detail-oriented with strong documentation habits
• Able to manage tickets, priorities, and SLAs

Requirements

• 1–2 years of experience in technical support, IT helpdesk, or customer-facing troubleshooting
• Experience with ticketing tools such as Zendesk, Jira, or ServiceNow
• Familiarity with SaaS applications, networking basics, Windows, macOS, or Linux
• Strong written and verbal English communication
• Comfortable working remote during U.S. business hours

Nice to Have

• CompTIA A+, Network+, or similar certification
• Experience supporting APIs, integrations, or SaaS platforms
• Exposure to monitoring tools such as Datadog, Splunk, or New Relic
• Experience in SaaS, IT services, or hardware support

Tools & Tech

Zendesk / Freshdesk / Jira Service Desk / ServiceNow, Datadog / Splunk / New Relic, Windows / macOS / Linux, SaaS applications and internal admin tools

What Success Looks Like

• Fast first response times within SLA
• Reduced average resolution time
• Strong first contact resolution rate
• High customer satisfaction scores
• Clear documentation and updated knowledge base articles
• Smooth escalation and handoff process

Key Metrics (KPIs)

First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR) of 70–80%+, CSAT score of 90%+, Knowledge base updated with recurring solutions

Interview Process

• Initial Phone Screen
• Video Interview with [Employer hidden — view at passion-project.co.uk] Recruiter
• Practical Task: simulated support tickets or troubleshooting case
• Client Interview with Support/Engineering Leadership
• Offer & Background Verification