Technical Support Specialist

About the role

We are seeking a Technical Support Specialist to join our 24/7 support team in Belgrade. The role involves providing first‑line assistance to customers via phone and ticketing system, troubleshooting hardware, software and connectivity issues, and ensuring incidents are properly documented and escalated.

Key responsibilities

• Provide technical support to customers via phone and ticket submissions.
• Troubleshoot and resolve common hardware, software, and connectivity issues.
• Use remote access tools to diagnose and resolve problems whenever possible.
• Create, update, and maintain accurate incident records in ServiceNow (SNOW).
• Follow established troubleshooting procedures and knowledge‑base documentation.
• Escalate unresolved issues to internal teams or external support providers.
• Communicate with internal teams and external partners via email during escalations.
• Dispatch field technicians for on‑site support when required.
• Keep customers informed about incident status and confirm resolution.

Required profile

• High School Diploma or equivalent.
• Good command of English, both written and spoken.
• Basic knowledge of Windows 11 and common desktop applications.
• Basic understanding of PC hardware, peripherals, and common technical issues.
• Strong troubleshooting and problem‑solving abilities.
• Effective communication and customer‑service skills.
• Ability to follow procedures and accurately document information.
• Willingness to work a 24/7 shift schedule, including nights, weekends, and public holidays.

Required skills

• Windows 11
• Desktop applications
• PC hardware
• Peripherals
• ServiceNow (SNOW)
• Remote access tools