Technical Support Specialist

About the role

IWFirstCall is a certified 24x7 Customer Care Center delivering NOC support. It is hiring a full-time, on-site Technical Support Specialist in Bitola who provides front-line support to clients and end-users, diagnosing and resolving network, system and application issues.

Key responsibilities

• Respond to incidents, track and document tickets, and escalate complex problems when needed
• Follow established procedures for resolution and communicate with customers by email or ticketing systems, giving timely updates
• Maintain high levels of customer satisfaction and collaborate with NOC and support teams
• Contribute to knowledge base documentation and adhere to 24x7 support standards and service level agreements

Required profile

• Fluency in English; additional languages are beneficial
• Ability to work rotating shifts to support 24x7 operations and to work well in a team
• Experience in a NOC or similar technical support environment is preferred

Required skills

• Troubleshooting of network, system and application issues
• Familiarity with ticketing systems, remote diagnostic tools and standard IT service management practices
• Analytical skills to find root causes and propose practical solutions