Technical Support Specialist

As the Technical Support Specialist, you will be responsible for providing hands-on technical support to users by diagnosing, troubleshooting, and resolving issues across Windows systems, applications, and connectivity in a fast-paced support environment.

This role is part of an internal technical support team and focuses on resolving real user-impacting issues rather than handling scripted or purely administrative requests. The position requires strong troubleshooting skills, clear communication, and the ability to manage issues from initial intake through resolution.

Responsibilities

• Respond to incoming technical support requests via phone and ticketing systems.
• Diagnose and resolve issues related to Windows performance, application crashes, system errors, and connectivity problems.
• Support Microsoft Office 365 applications, including Outlook, Teams, Excel, and email-related functionality.
• Use built-in Windows tools such as Task Manager, Event Viewer, and other diagnostic utilities to investigate issues.
• Own support tickets from initial triage through resolution, documenting steps and outcomes clearly.
• Escalate issues when appropriate and collaborate with other technical teams as needed.
• Contribute to internal documentation and knowledge resources to support consistent issue resolution.
• Communicate clearly with English-speaking users and stakeholders across different time zones.

Requirements

• 2+ years of experience providing application and desktop support in a fast-paced environment
• C1 level English or equivalent proficiency
• Advanced troubleshooting skills for Windows 10/11, Mac OS, and the Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams)
• Proficiency with Microsoft native tools and utilities for resolving system issues
• Experience supporting Windows desktop environments.
• Experience working with ticketing systems or structured support queues.
• Ability to troubleshoot issues methodically and explain technical concepts clearly.
• Professional-level English communication skills.
• Availability to work flexible schedules, including occasional evenings or weekends.

Preferred Qualifications:

• Experience with Office 365 administration or advanced Outlook troubleshooting.
• Familiarity with networking fundamentals and basic connectivity troubleshooting.
• Exposure to PowerShell for troubleshooting or basic automation tasks.
• Experience supporting users in high-volume or fast-changing environments.

Career Development:

This role provides opportunities for growth into more advanced technical, operational, or service delivery roles based on performance, technical capability, and demonstrated ownership.