Technical Support Specialist

Are you the person people go to when a system malfunctions — the one who stays calm, digs in, and gets it sorted? ICS is growing their team of remote employees, and we're looking for a Technical Support Specialist to take full ownership of the support queue: triaging, resolving and closing requests across core systems, with the judgement to know exactly what to fix yourself and what to escalate. This is a genuinely autonomous role. We're not after someone who works through a list — we're after someone who runs the desk like it's their own, protects our service levels, and keeps the queue clean without being chased. The Role As the Technical Support Specialist, you'll be accountable for the day-to-day optimal functioning of the support queue — from first response through to resolution and root-cause documentation. Success here isn't measured in ticket counts; it's measured in resolution speed, first-contact resolution, queue hygiene and how satisfied users feel after you've helped them. What You'll Do Own the end-to-end support queue — monitor, triage, categorise and prioritise every incoming request against agreed SLAs. Independently resolve Level 1 and Level 2 issues spanning applications, access, hardware/peripherals and workflow. Provide hands-on support across core platforms: policy administration, claims, CRM, document management and Microsoft 365. Support onboarding and offboarding, including account provisioning, access rights and equipment coordination. Apply sharp escalation judgement — act fast on outages, security events and data integrity issues; resolve everything else yourself. Log, track and chase vendor tickets through to resolution, and keep affected users informed throughout. Build and maintain a knowledge base that turns repeat issues into self-service fixes. What You'll Bring 3+ years in a technical support or service desk role, with genuine ownership of a live support queue. Solid hands-on experience with a ticketing platform such as Zendesk, Freshdesk, ServiceNow or Jira Service Management. Microsoft 365 administration fundamentals — Exchange, SharePoint, Teams, user and license management. A structured troubleshooting method: replicate, isolate, resolve, document. Clear, confident communication with non-technical users, brokers and executives alike. Nice to Have Experience supporting insurance or financial services platforms — policy admin, claims or broking systems. Basic SQL / data query skills, with experience troubleshooting system integrations or APIs. Exposure to ITIL practices across incident, problem and change management. Strong working knowledge of cloud based services and their integrations Why Join Us This role comes with real autonomy and real trust — you'll be given a live queue, clear expectations, and the space to run it your way. We invest in the systems and processes that let good technical support people do their best work, and we recognise the difference between someone who closes tickets and someone who actually fixes the underlying problem. If you want ownership, variety, and a role where your judgement matters from day one, we'd love to hear from you.