Technical Support Specialist - (IT Support Specialist)

Ovii's Interpretation of the Role

We need a Technical Support Specialist to deliver fast, clear Level 1‑2 assistance for SaaS, software, and hardware users. The role is fully remote, works U.S. business hours, and handles tickets, documentation, and escalations.

Role Snapshot

• Remote, full‑time
• U.S. business‑hour support
• Level 1‑2 ticket resolution
• System provisioning & access
• Knowledge‑base creation

Must-Have Requirements

• Technical support / IT helpdesk
• Ticketing tools (Zendesk, Jira, ServiceNow, Freshdesk)
• SaaS applications
• Networking basics
• Windows/macOS/Linux
• Strong written and verbal English
• Technical support
• IT helpdesk
• Customer‑facing troubleshooting

Nice-to-Have Signals

• CompTIA A+ or Network+ certification
• API / integration troubleshooting experience
• Exposure to monitoring tools (Datadog, Splunk, New Relic)
• Experience in SaaS, IT services, or hardware support
• CompTIA certifications
• API/integration support
• Monitoring tools usage
• CompTIA A+
• CompTIA Network+

Work Setup

• Location: Honduras, Honduras
• Work mode: REMOTE
• Remote scope: COUNTRY_RESTRICTED
• Remote countries: Honduras
• Timezone: U.S. business hours
• Employment type: Full-Time
• Shift: U.S. business hours

Not Specified in JD

• Salary range
• Visa sponsorship
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to tickets, calls, and chats via Zendesk, Freshdesk, Jira Service Desk, or ServiceNow
• Diagnose and resolve Level 1‑2 issues such as password resets, connectivity problems, app errors, and access issues
• Escalate complex cases to Tier 2/3, DevOps, or engineering with clear documentation
• Provision accounts, manage permissions, and perform system resets for onboarding and off‑boarding
• Create and maintain FAQs, knowledge‑base articles, and documentation of recurring problems
• Monitor alerts with Datadog, Splunk, New Relic or similar and report trends for root‑cause analysis
• Collaborate with product, QA, and engineering to share insights and improve support processes

Good Fit If You Have

• Clear, empathetic communicator
• Calm under pressure with frustrated users
• Detail‑oriented and strong documentation habits