IT Technical Specialist

100 % remote position

Overview

This role is responsible for system configuration, carrier setup, customer training, and advanced technical support. It partners closely with Project Managers and internal teams to support successful project delivery, troubleshoot complex issues, and contribute with QA and continuous improvement efforts.

Key Responsibilities:

Lead onboarding activities for new projects by:

• Performing initial configuration of techSHIP, techTRACK, and techAUDIT

• Conducting Carrier Setup sessions

Delivering onboarding training sessions (basic and advanced, based on techSHIP version)

Maintain project accuracy and visibility by:

Updating assigned tasks with progress notes, comments, and time tracking

Provide advanced technical support (L3), including:

Troubleshooting complex issues and performing root cause analysis

Manage support tickets by:

• Keeping records up to date with progress and analysis

Ensuring clear communication, proper status management, escalations, and time tracking

Communicate customer feedback and improvement suggestions to the appropriate internal teams

• Identify opportunities to improve internal procedures and highlight documentation needs

• Identify, reproduce, and document bugs and enhancement requests with clear and detailed information

Collaborate in QA and testing activities as needed

Requirements:

• Educational background in Information Technology, Engineering, or a related field (preferred)
• Advanced English proficiency, both written and spoken
• Strong written and verbal communication skills, including presentation abilities
• Customer-oriented mindset
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Experience with ticketing systems and/or system integrations (preferred)