About the role:
The Level 1/2 IT Support Specialist serves as an escalation point for complex technical issues within our in-house support structure. This role bridges the gap between our customers and senior technical specialists (Level 3), providing advanced troubleshooting and resolution for escalated incidents.
Candidates should excel at quickly mastering the operational and technical components of our product portfolio while possessing strong customer-facing skills, such as empathy, active listening, and proactive service delivery. The role requires commitment to round-the-clock shift work (24/7 - 3 shifts x 8 hours), managing a large customer base (85+ customers in different time zones), and thriving in high-pressure situations (incidents). English proficiency is mandatory; multilingual capabilities are considered a big plus.
Key Responsibilities:
Service Desk
- Understand, categories, filter, and priorities service desk tickets
- Provide rapid and qualitative support based on priority and criticality to our customers
- Escalate issues to L3 based on the established escalation path
- Act as the first point of contact for phone calls and reported issues
- Create monthly reports and statistics
- Manage and resolve tickets within established SLA timeframes
Technical Support & Troubleshooting
- Resolve complex technical both infrastructure-related and product-related issues
- Perform advanced diagnostics on hardware, software, and network-related problems
- Assist with equipment management, user account provisioning, and access control
- Participate in system updates, patches, and maintenance activities
- Monitor system performance and proactively identify potential issues
Documentation & Knowledge Management
- Create and maintain technical documentation, troubleshooting guides, and knowledge base articles
- Document incident resolutions and contribute to internal best practices
- Develop training materials and standard operating procedures
Team Collaboration & Mentorship
- Provide guidance and technical mentorship to Level 1 support staff
- Collaborate with Level 3 specialists and other IT teams on complex projects
- Participate in team meetings, training sessions, and knowledge-sharing initiatives
Soft Skills:
- Strong communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Problem-solving mindset and a proactive approach to challenges.
- Collaborative and open to feedback.
- Interested in developing skills in new technologies.
- Humble and eager to learn, teach, and be taught.
Required Qualifications:
- Bachelor's degree in IT, Computer Science, or equivalent experience
- 3-5 years of progressive IT support experience with demonstrated escalation handling
- English proficiency is mandatory; multilingual capabilities are considered a plus.
- Strong knowledge of Linux/Mac OS
- Experience with network troubleshooting, VPN, and remote access solutions
- Excellent problem-solving skills and ability to work under pressure
Preferred Skills:
- Experience with ITIL frameworks and ticketing systems
- Scripting knowledge (Bash, Python) for automation tasks
- Understanding of cloud platforms
Our Offering:
- 2000-2500 GBP gross salary per month, depending on role fit and experience level
- Yearly profit share
- Performance and behavior-based bonuses. Read more about our benefits here
- Hybrid working (partial office & partial remote)
- Contract based on PFA or SRL with our UK entity
- Paid time off
- Full ownership of work and decisions
- Professional development support with clear growth paths: DevOps Engineer, Incident Manager, Customer Support Manager, Head of Department
Our Values & Culture:
We place efficiency at the core of our business. Our day-to-day efforts contribute to enhancing the quality of passengers’ travel experience worldwide.
We foster a values-driven culture; therefore, colleagues who join our team must abide by and uphold our company values: Assertiveness, Efficiency, Grit, Initiative, Kindness & Collaboration, Knowledge transfer, Openness, Ownership, Responsibility & Accountability, Predictability, Psychological safety, and Transparency.
Recruitment Process:
We are committed to completing the recruitment process within two weeks of initial contact.
Thank you for your interest in this position. We look forward to connecting with you.
