IT Support Specialist

Support tickets are where you find out whether something was actually built right. You’ll be the first line for client issues after go-live — triaging what’s a genuine bug, what’s a training gap, and what’s a five-minute config fix — and the person who keeps small problems from becoming client trust problems.

What you’ll do

• Triage and resolve incoming support tickets across a portfolio of client applications and internal systems, prioritizing by real business impact
• Diagnose issues across the stack — application, infrastructure, network, and user error — well enough to know which team to escalate to when it’s beyond first-line fix
• Maintain and improve internal runbooks and client-facing documentation so recurring issues get resolved faster each time
• Monitor system health and uptime for client platforms under active support contracts, and flag patterns before they become incidents
• Communicate clearly with non-technical client contacts — translating “the cache TTL was misconfigured” into something a business owner can actually act on

What we’re looking for

• 2+ years in IT support, helpdesk, or technical support, ideally supporting external clients rather than only internal staff
• Working knowledge of common infrastructure (Windows/Linux basics, networking fundamentals, cloud consoles) and enough scripting ability to automate repetitive fixes
• Clear written and verbal communication — a lot of this job is explaining technical problems to people who don’t want the technical explanation
• Calm under pressure when a client’s production system is down and everyone wants an ETA
• Bonus: familiarity with ticketing systems (Zendesk, Freshdesk, Jira Service Management) and basic SQL for pulling diagnostic data

What you get

Broad exposure to how client systems actually behave in production — which is the fastest way to learn what “good architecture” means in practice — plus a clear path toward engineering or DevOps roles for people who want to move that direction.