Technical Support Specialist

Job Summary:As a Level 1 Support Specialist, you’ll manage the frontline of our support operation: cleaning up the ticket queue, classifying issues, delivering fast first responses, and escalating when required. You’ll handle basic troubleshooting, run standard kit configuration steps, and perform routine audits to keep our systems tidy and predictable. Expect a high-volume workflow, direct customer contact, and tight coordination with Level 2/3 teams.This is a fully remote position for someone who is proactive, curious, and focused on customer success. You think logically, communicate in proficient English (both written and verbal) and handle technical details with care.Duties and Responsibilities:Clean up, categorize, and prioritize incoming tickets.Provide the first response to customers with clear, professional communication.Execute standard kit configuration procedures.Perform basic troubleshooting to identify whether the issue is likely hardware, software, or network-related.Escalate accurately when issues exceed the Level 1 scope.Run routine audits and maintenance checks.Maintain clean documentation and consistent ticket notes.Manage multiple cases without dropping the ball.Requirements:Degree in IT/computer science or equivalent hands-on experience.0-1 year in customer or technical support, or a strong willingness to learn.Basic understanding of IT concepts (networking fundamentals, VPN basics, etc.).Experience with CCTV/IP cameras is a plus, but not required.Strong written and spoken English; able to communicate clearly with customers.Detail-driven, accountable, and able to follow standard procedures/documentation reliably.Self-directed and comfortable working remotely.Positive attitude, quick learner, proactive in handling routine workloads.Availability to work UK or US working hoursBenefits:You’ll be joining a fast-scaling company redefining how construction projects are managed and measured.Further information can be found in Why Work in Evercam.