Level 1 Tech Support

Full time US working hours (3pm-11pm/4pm-12am SAST)

We are seeking a Technical Support Specialist to support the day-to-day technical operations of the organization. This role focuses on resolving routine technical issues, supporting internal systems, and troubleshooting operational workflows when problems arise. This is not a software development role, but it does require someone who is comfortable with technology, systems, and basic debugging. The ideal candidate enjoys solving problems, investigating issues, and helping team members resolve technical challenges quickly.

The Technical Support Specialist will act as the first line of support for internal technical tickets, ensuring that issues are resolved efficiently or escalated when necessary.

Key Responsibilities

Technical Support

• Respond to internal support tickets and service requests
• Assist employees with password resets, account access, and system login issues
• Troubleshoot device and connectivity issues, including phones and workstations
• Help resolve issues related to internal tools and software systems

Workflow & System Troubleshooting

• Investigate when automations, workflows, or system processes do not behave as expected
• Review logs, settings, or configurations to identify what went wrong
• Document findings and escalate more complex issues to the development team when necessary

Operational Support

• Assist with maintaining access permissions across internal systems
• Support onboarding/offboarding tasks such as setting up accounts and system access
• Help maintain documentation for common technical issues and resolutions

Ticket Management

• Track and manage incoming issues through the company's ticketing system
• Ensure tickets are documented clearly and resolved in a timely manner
• Escalate technical issues that require deeper engineering support

Qualifications

Required

• Strong general technical troubleshooting skills
• Ability to investigate and diagnose issues across multiple systems
• Comfortable working with software tools, web applications, and internal systems
• Strong problem-solving and analytical thinking
• Ability to communicate technical issues clearly to non-technical users

Preferred

• Experience in IT support, technical support, or help desk roles
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, etc.)
• Basic understanding of automation tools, workflows, or integrations
• Experience supporting SaaS tools and internal business systems

Impact of the Role

This role ensures that everyday technical issues are resolved quickly, allowing teams across the company to stay productive while freeing up engineering resources to focus on larger system improvements