Tech Support Specialist

This role is perfect for someone who enjoys helping people, solving problems, and keeping technology running smoothly. As a Tech Support Specialist, you will support a global team, make sure everyone can work without technical stress, and help protect a safe and reliable IT environment. It is a simple yet meaningful role where your support keeps the whole organization moving forward.

Job Type: Full Time

Salary: Competitive (paid in USD)

Firm: Independent initiative supporting the Lido software protocol

Location: Worldwide (Remote)

Open to: Global applicants

Work Schedule: Flexible hours

Language: English (B2+)

Overview

As a Tech Support Specialist, you’ll support a global team, fix issues quickly, and keep everyone’s work running smoothly

This role is important for ensuring that contributors across different locations have smooth access to IT tools and receive quick help with technical problems.

The Tech Support Specialist will work closely with internal teams, including DevOps and SecOps, to keep the IT environment secure, stable, and efficient.

Key Responsibilities

User Support and Troubleshooting

• Provide remote technical support through helpdesk tools, video calls, and chat.
• Troubleshoot and solve issues related to hardware, software, or network connectivity (including VPN issues).
• Help users set up and configure devices for remote work, including security settings.
• Support onboarding and offboarding processes (for example, device setup).

Collaboration with Internal Service Teams

• Work with the DevOps team on infrastructure-related issues.
• Coordinate with the SecOps team on security events, such as phishing attempts or account breaches.
• Communicate user feedback to internal teams to help improve systems and processes.

Helpdesk Operations

• Monitor and respond to tickets in the helpdesk system and meet SLA expectations.
• Escalate complex or repeated issues to the IT Manager or the right internal team.
• Keep detailed records of issues, troubleshooting steps, and solutions for reporting and knowledge sharing.

Proactive IT Support

• Identify common user problems and create solutions or FAQs to reduce repeated issues.
• Run occasional training sessions to help contributors use tools effectively and follow best practices.

Documentation and Knowledge Sharing

• Add and update content in the internal knowledge base, such as common issues and step-by-step guides.
• Share insights with internal teams to help improve tools and processes.

Key Factors

• Work from anywhere in the world
• Competitive compensation in USD
• Flexible work hours
• Support for equipment, education, and co-working expenses
• Opportunities to attend overseas conferences and community events

Qualifications

• Proven experience in a technical support role, ideally in remote-first or distributed teams.
• Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.
• Strong written and verbal communication skills.
• Patience and empathy when helping frustrated or non-technical users.
• Ability to improve processes and work efficiently.
• Strong problem-solving skills and attention to detail.
• English level B2 or higher.

Technical Requirements

• Basic knowledge of networking (VPNs, DNS, IP configuration).
• Experience using project management tools and software.
• Good understanding of operating systems, APIs, and SaaS tools.
• Strong troubleshooting skills for common OSes and end-user applications.

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