Technical Support Specialist

Ascendion is a forward-thinking and innovative engineering company committed to delivering top-notch products/services to our valued customers. We are seeking a highly motivated and detail-oriented individual to join our IT support team as an L1 Support Specialist. If you are passionate about providing exceptional technical assistance, possess expertise in Jira Service Desk, Unix/Linux systems, and Shell Scripting, and thrive in a dynamic environment, we welcome you to become a vital part of our team.

Position Overview:

As an L1 Support Specialist with expertise in Jira Service Desk, Unix/Linux systems, and Shell Scripting, you will play a pivotal role in ensuring the seamless operation of our IT infrastructure and providing outstanding support to internal stakeholders. You will be responsible for addressing technical issues, troubleshooting, and assisting with IT-related tasks. Your ability to diagnose problems, write efficient shell scripts, and collaborate effectively will contribute to maintaining a high level of user satisfaction.

Key Responsibilities:
• Serve as the initial point of contact for all IT-related issues and requests via Jira Service Desk.
• Swiftly respond to user inquiries, escalating complex matters to relevant teams as required.
• Diagnose and resolve technical hardware and software issues, including desktop/laptop problems, software installations, network connectivity, and password resets.
• Provide remote assistance, guiding users through effective troubleshooting processes.
• Create and manage support tickets using Jira Service Desk, ensuring comprehensive documentation of incidents, troubleshooting steps, and resolutions.
• Collaborate with cross-functional IT teams to ensure prompt and efficient issue resolution.
• Maintain a strong focus on customer satisfaction through clear, professional, and courteous communication.
• Execute Unix/Linux system administration tasks, including user management, system monitoring, and software installations.
• Develop and maintain efficient shell scripts to automate routine tasks, enhance system performance, and improve operational efficiency.
• Participate in user onboarding and offboarding processes, provisioning and deprovisioning accounts as needed.
• Contribute to the development of knowledge base articles and documentation to facilitate user self-service.
• Monitor IT systems, identify trends in technical issues, and propose preventative measures to mitigate recurring problems.
• Stay up-to-date with technological advancements, continuously enhancing your skill set and sharing knowledge within the team.

Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in technical support roles, with a focus on Jira Service Desk, Unix/Linux systems, and Shell Scripting.
• Proficiency in diagnosing and resolving technical issues across various platforms and systems.
• Strong familiarity with Jira Service Desk, incident tracking, and ticketing systems.
• Proficiency in Unix/Linux system administration, including user management, system monitoring, and software installation.
• Demonstrated expertise in writing efficient shell scripts for automation and system maintenance.
• Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical users.
• Customer-centric mindset with a commitment to delivering exceptional user support.
• Strong problem-solving abilities, attention to detail, and ability to work collaboratively in a fast-paced team environment.
• Relevant certifications (e.g., Jira Service Desk Certification, Linux certification) are a plus.

Benefits:
• Competitive salary and comprehensive benefits package
• Opportunities for career growth and professional development
• Inclusive and collaborative work environment
• Employee wellness programs
• Flexible work arrangements

If you are a proactive and dedicated professional who thrives in a multifaceted IT support role, possesses expertise in Jira Service Desk, Unix/Linux systems, and Shell Scripting, we invite you to apply for the position of L1 Support Specialist at Ascendion. Join our team and contribute to our mission of providing exceptional technical support to our users. To apply, please submit your resume and a cover letter outlining your relevant experience and enthusiasm for the role Read more