Information Technology Support Specialist

About the role:

The Level 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 frontline support (Level 1) 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), managing large customer volumes (60+ customers in different time zones), and thriving in high-pressure situations (incidents). English proficiency is mandatory; multilingual capabilities are considered a plus.

Key Responsibilities:

Technical Support & Troubleshooting

• Resolve complex technical issues escalated from the Level 1 support team
• Perform advanced diagnostics on hardware, software, and network-related problems
• Provide remote technical assistance for critical system issues
• Manage and resolve tickets within established SLA timeframes

System Administration & Maintenance

• 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 Information Technology, Computer Science, or equivalent experience
• 3-5 years of progressive IT support experience with demonstrated escalation handling
• 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:

• 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

Should you be interested in further professional development, we will support you to boost your skills and capabilities. Some of the roles in which you can grow in our organisation are:

• Devops Engineer
• Incident Manager
• Customer Support Manager
• Head of Department

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, it is essential that colleagues who join our team abide by and uphold our company values: Assertiveness, Efficiency, Grit, Initiative, Kindness & Collaboration, Knowledge transfer, Openness, Ownership, Responsibility & Accountability, Predictability, Psychological safety, and Transparency.

We are committed to completing the recruitment process within two weeks of initial contact. To ensure fairness and respect for all applicants, no extensions will be granted.

Thank you for your interest in this position. We look forward to connecting with you.