Technical support specialist

As a Technical Support Specialist within Jisc's Trust and Identity Services team, you will play a key role in supporting customers by resolving technical incidents and service requests for access management and federated identity services. You will provide guidance and mentoring to first-line support colleagues, collaborate with third-line specialists on complex issues, and contribute to service improvements and knowledge management. Working within a highly skilled team, you will help ensure the delivery of secure, reliable, and user-friendly authentication and remote access services for the UK education and research community.

• Deliver high-quality, timely support to members and customers.
• Resolve technical issues and escalates complex cases efficiently.
• Maintain accurate records of queries, issues, and complaints, ensuring resolution through appropriate channels.
• Create, publish, and validate technical documentation for internal and external use.
• Act as a technical liaison with internal teams, attending meetings and engagements.
• Strong experience with Windows OS and an understanding of Linux.
• Basic understanding of networking concepts.
• Understanding of Single Sign-On (SSO) solutions.
• Knowledge of Git, Git Lab, and Git Hub.
• Experience with ticketing systems.
• Excellent customer service skills with the ability to log and track issues accurately.