Customer Support Technician

📋 Description

• Role: hands-on technical support for infrastructure, networking, and systems
• Provide 1st and 2nd line support with Tier 2 escalations
• Troubleshoot VPS connectivity, remote access, OS, software, hardware, and networking issues
• Maintain SLAs and document resolutions
• Gather diagnostic data (IP addresses, errors, screenshots, system details)
• Collaborate with IT team and improve support processes

🎯 Requirements

• Experience in technical customer/IT support or help desk
• Strong troubleshooting and problem-solving abilities
• Excellent written and verbal English
• Proactive, patient, empathetic, and customer-focused
• Ability to handle multiple inquiries and prioritize tasks
• Experience with WHMCS, Jira, Zendesk, ServiceNow, or Freshdesk

🎁 Benefits

• Fully remote role with flexible scheduling aligned to BST
• Exposure to latency-sensitive hosting infrastructure and networking
• Opportunity to develop expertise across systems, networking, and hosting