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Lido Finance · 1 month ago

Tech Support Specialist

Worldwide

Full-time

Onsite

Mid Level

Lido.fi is an independent initiative dedicated to driving the adoption and impact of the Lido software protocol. They are seeking an experienced Tech Support Specialist to ensure contributors have seamless access to IT resources and quick resolution of technical issues while collaborating with internal service teams.

BlockchainCryptocurrencyEthereum

Responsibilities

Provide remote technical assistance to employees through tools like helpdesk platforms, video calls, and chat

Troubleshoot and resolve issues related to hardware, software or network connectivity (e.g., VPN issues)

Guide users in setting up and configuring devices for remote work, including security configurations

Assist with on-boarding and off-boarding of contributors (eg. helping with devices configuration)

Work closely with DevOps to address infrastructure-related issues

Coordinate with SecOps to address security incidents, such as account breaches or phishing attempts

Provide feedback from end-users to these teams for system improvements

Monitor and respond to tickets in the helpdesk system, ensuring SLAs are met

Escalate complex or recurring issues to the IT Manager or relevant internal teams

Maintain detailed records of incidents, troubleshooting steps, and resolutions for reporting and knowledge sharing

Identify and address common user pain points by developing solutions or FAQs

Conduct periodic training sessions for contributors on existing tools and best practices

Contribute to and maintain the internal knowledge base, documenting (common issues, step-by-step guides)

Share insights with internal service teams to improve processes and tools

Qualification

Technical support experienceBasic networking knowledgeTroubleshooting skillsCompTIA A+ certificationITIL Foundation certificationTechnical proficiency with OS’esProject management toolsEmpathyPatienceProcess improvementEnglish level B2+Communication skillsAttention to detail