An independent initiative dedicated to driving the adoption and impact of the Lido software protocol is seeking an experienced Tech Support Specialist. This role plays a crucial role in ensuring contributors across various locations have seamless access to IT resources and quick resolution of technical issues.
The Tech Support Specialist collaborates with internal service teams, such as DevOps and SecOps, to maintain a secure and efficient IT environment.
Key Scope
User Support and Troubleshooting
- Provide remote technical assistance to employees through tools like helpdesk platforms, video calls, and chat.
- Troubleshoot and resolve issues related to hardware, software or network connectivity (e.g., VPN issues).
- Guide users in setting up and configuring devices for remote work, including security configurations.
- Assist with on-boarding and off-boarding of contributors (eg. helping with devices configuration).
Collaboration with Internal Service Teams
- Work closely with DevOps to address infrastructure-related issues.
- Coordinate with SecOps to address security incidents, such as account breaches or phishing attempts.
- Provide feedback from end-users to these teams for system improvements.
Helpdesk Operations
- Monitor and respond to tickets in the helpdesk system, ensuring SLAs are met.
- Escalate complex or recurring issues to the IT Manager or relevant internal teams.
- Maintain detailed records of incidents, troubleshooting steps, and resolutions for reporting and knowledge sharing.
Proactive IT Support
- Identify and address common user pain points by developing solutions or FAQs.
- Conduct periodic training sessions for contributors on existing tools and best practices.
Documentation and Knowledge Sharing
- Contribute to and maintain the internal knowledge base, documenting (common issues, step-by-step guides).
- Share insights with internal service teams to improve processes and tools.
Qualifications
- Proven experience in a technical support role, preferably in remote-first or distributed organizations.
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.
- Excellent communication and interpersonal skills, written and verbal.
- Empathy and patience when dealing with frustrated or non-technical users.
- Process improvement and efficiency optimization.
- Strong problem-solving skills and attention to detail.
- English level: B2+.
Technical Requirements
- Basic networking knowledge (e.g., VPNs, DNS, IP configuration).
- Experience with project management tools and software.
- Technical proficiency with OS’es, APIs, and SaaS solutions.
- Strong troubleshooting skills for popular OS’es and end-user software.
Key Factors
- Work from anywhere in the world
- Competitive fees in $
- Flexible schedule
- Equipment, education & co-working reimbursement capabilities
- Overseas conferences, community immersion
