Technical Support Specialist

AllSTEM Connections is actively recruiting on behalf of one of our valued clients—a leading organization known for innovation and excellence in the digital product space. We are excited to share this opportunity with professionals who are passionate about design systems, user experience, and collaborative product development. If the role aligns with your background and career goals, we encourage you to apply and take the next step toward joining a dynamic and forward-thinking team.

Position Title – Technical Support Specialist

Hourly Pay Rate (w2 Role) - $17

6 months - 1 year contract

100% Remote

Job Summary

Qualifications

Core Requirements

• Strong proficiency in troubleshooting technical issues across multiple platforms.
• Ability to analyze and interpret system logs, including Vista, 1T, PaymentOne, and FCC.
• Experience working with ticketing and incident management tools (e.g., Jira, SMAX, PagerDuty).
• Knowledge of network incident management and handling CSIRT alerts.
• Excellent verbal and written communication skills, with the ability to coordinate effectively by phone and email.
• Ability to manage multiple tasks and prioritize effectively in high‑pressure environments.

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Educational Requirements

• Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Preferred certifications: CompTIA A+, ITIL Foundation, or similar credentials.

Professional Experience

• 2–3 years of experience in technical support, IT operations, or a comparable technical role.
• Experience with deployment processes and software verification.
• Familiarity with security protocols and basic camera troubleshooting.

Responsibilities

This role is responsible for reviewing system logs, resolving technical issues, and ensuring smooth operational performance across multiple platforms. The ideal candidate demonstrates strong analytical skills, effective communication, and the ability to thrive in a fast‑paced support environment.

Key Duties

• Pull and review Vista logs.
• Pull and review 1T logs.
• Create and manage Jira tickets for issue review and troubleshooting.
• Coordinate with on‑site technicians to resolve ATM‑related issues.

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• Generate deployment and general operational reports.
• Troubleshoot deployment‑related issues.
• Verify services for new software installations.
• Manage and respond to email requests from internal teams and external partners.
• Update reports, documentation, and processes as requested.
• Monitor, detect, analyze, and respond to cybersecurity incidents (including CSIRT alerts).
• Complete escalation tickets submitted by internal support teams.
• Issue alerts or updates to relevant application administrators.
• Escalate ATM‑related network issues through the organization’s ITIL platform (e.g., ServiceNow).
• Open PagerDuty incidents as required.
• Support tasks requested by internal and external stakeholders.
• Process OPC requests and manage Electronic Pin Pad (EPP) serial number whitelisting.
• Submit and track EPP serial numbers in the appropriate system.
• Conduct first‑level log reviews (Vista, 1T, PaymentOne, FCC, etc.).
• Submit tickets in the internal ITIL system (e.g., SMAX) for application‑related issues.
• Create field work tickets as needed.
• Assist in reviewing, updating, and maintaining policies related to new or evolving processes.