Middle Support Specialist

We are looking for aSupport Specialist to provide responsive end-user assistance and act as a single point of contact for user requests across multiple applications and systems. You will analyze incidents, resolve or escalate tickets using ITIL-aligned practices, and help improve support documentation.

Responsibilities

• Register and classify incoming tickets to ensure accurate categorization and prioritization
• Perform initial triage, diagnose issues, and resolve incidents or escalate to higher support levels when needed
• Handle alerts, emails, and phone calls to maintain timely communication with users
• Monitor application health checks and respond to signs of degradation or outages
• Communicate proactively with users and stakeholders on ticket status, next steps, and expected timelines
• Update the knowledge base by identifying gaps and documenting new resolutions and troubleshooting steps
• Support reporting and ticket quality checks, analyze ticket trends, and participate in support process reviews and team meetings

Requirements

• 2+ years of experience in end-user support or service desk roles
• Strong ticket triage and incident management skills
• ITIL-based support practices knowledge
• Intermediate MS Windows knowledge
• Intermediate Microsoft Office Suite knowledge
• Strong analytical and research skills
• Excellent phone and written communication skills
• B2 Upper-Intermediate English proficiency (CEFR B2)
• Willingness to work non-standard shifts and a hybrid schedule when required

Nice to have

• Previous experience in client-facing or technical support roles
• ITIL knowledge
• Basic networking concepts knowledge
• Cloud platforms awareness
• Experience with ITSM or ticketing tools