Technical Support Specialist – Syria, Turkey
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Job Description
Technical Support Specialist managing customer technical issues at Azurreo. Responsible for troubleshooting and assisting customers across various platforms in a remote setup.
Responsibilities:
- Take ownership of assigned customer support tickets from initial assignment through resolution.
- Investigate customer-reported issues and perform first-level technical troubleshooting.
- Respond to customers through email, ticketing systems, phone calls, and WhatsApp.
- Troubleshoot Tier 1 technical issues related to networking, telecommunications, hosting, and connectivity.
- Assist customers with DNS, SSL certificates, FTP, email configuration, internet connectivity, and general network troubleshooting.
- Learn and support customer telecom equipment, including routers, gateways, SIM management platforms, telecom devices, and associated hardware.
- Develop a solid understanding of each customer's network environment and infrastructure.
- Accurately document troubleshooting steps, customer interactions, and technical findings within the ticketing system.
- Escalate complex issues to senior engineers with complete technical documentation.
- Monitor assigned tickets and ensure they progress according to internal service level agreements (SLAs).
- Follow up proactively with customers until issues are fully resolved.
- Collaborate closely with Engineering, Operations, and Local Support teams.
- Maintain a professional, patient, and customer-focused approach while supporting customers from different countries and cultural backgrounds.
- Contribute to internal knowledge base articles and continuous improvement initiatives.
Requirements:
- Currently residing in Syria or Turkey.
- Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field.
- 1–3 years of experience in Technical Support, IT Support, Helpdesk, Network Support, or a similar technical role.
- Fluent English (written and spoken).
- Excellent written communication skills with the ability to write clear, professional customer emails.
- Strong customer service and interpersonal communication skills.
- Excellent troubleshooting and analytical thinking abilities.
- Good understanding of: TCP/IP networking, Internet services and ports, DNS, SSL Certificates, FTP, email configuration, basic network infrastructure, basic understanding of telecommunications technologies and associated devices.
- Familiarity with routers, networking equipment, SIM-based telecom solutions, and internet connectivity concepts.
- Experience using ticketing systems or CRM platforms.
- Strong organizational and time-management skills.
- Ability to prioritize multiple support requests in a fast-paced environment.
- Patient, professional, and customer-oriented mindset.
- Comfortable communicating with customers from diverse cultural backgrounds.
- Willingness to work rotating schedules, including occasional night shifts when required.
- Reliable internet connection and a suitable remote working environment.
Benefits:
- Competitive salary.
- Fully remote work from anywhere in Syria.
- Stable, full-time employment.
- Structured onboarding and comprehensive technical training.
- Hands-on training on telecom platforms and customer equipment.
- Direct mentoring from experienced technical leaders.
- Exposure to international customers and global telecommunications projects.
- Continuous learning and professional development opportunities.
- Career growth within Azurreo.
- Performance-based salary reviews and internal promotion opportunities.
- Friendly, collaborative, and multicultural work environment.
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