IT Operations - Middle Support Specialist

Avenga is an international engineering firm helping businesses operate with AI at the core. With 6,000+ experts worldwide, we combine engineering expertise with AI-native thinking to turn ambitious ideas into real-world impact across industries, technologies, and markets.

At the core of the role

We are looking for Mid-Level Support Specialists to join our IT Operations team and provide front-line platform and user support. You will be responsible for troubleshooting issues, managing support requests, coordinating escalations and maintaining support documentation.

You will work closely with technical and program teams in an international project environment, helping ensure smooth day-to-day operations.

Core skills you’ll bring

• 2+ years of experience in IT support, help desk, technical/customer support or a similar role.

• Strong customer-service, problem-solving and troubleshooting skills.

• Experience with ticketing systems (ServiceNow, Zendesk or Freshdesk).

• Ability to document issues, prioritize and manage support cases and determine when escalation is needed.

• Strong organizational skills, attention to detail and ability to work independently and collaboratively across teams.

• Ability to quickly learn new platforms, processes and tools.

• Strong written and verbal English communication skills.

Nice-to-have

• Experience supporting learners, educators, institutions, nonprofits or workforce-development programs.

• Experience creating and maintaining FAQs, knowledge-base articles, user guides or training materials.

• Familiarity with Adobe Guides or Adobe Captivate.

• Experience with content-management, learning-management or digital credentialing platforms.

• Experience supporting global or multilingual users; additional languages are a plus.

The impact you'll create

• Resolve user inquiries related to account access, registration, affiliations, learning content, progress tracking, digital credentials, navigation and program processes.

• Troubleshoot issues and escalate complex cases to the appropriate technical or program teams.

• Categorize, prioritize and track cases in a help desk system.

• Maintain accurate case notes, diagnostic steps and resolutions.

• Identify recurring issues and share trends with the teams.

• Maintain FAQs, support articles, guides and knowledge-base content.

• Update training materials using Adobe Guides or Adobe Captivate.

• Provide clear, professional support to a global user population.

What supports your journey

• Learn in the way that suits you: Access to an online learning platform, language learning programs, company-funded certifications, training and conference participation.

• Work your way: Hybrid work model, flexible working hours, in-office fresh fruit and refreshments.

• We look after your well-being: Paid annual leave of 20 working days from year one, plus 5 additional days after the first year; 25 working days after 5 years, plus 5 additional days; additional health insurance with family coverage, Mental Health Assistance Program with up to 5 psychotherapy sessions per year, Multisport card, food vouchers.

• Support for life’s milestones: Baby bonus.

• Be part of the community from day one: Family-friendly events, company social events, teambuilding activities, collaborative and inclusive work environment, referral reward program, corporate discounts.

People are at the core of Avenga. We provide equal opportunities regardless of race, ethnicity, gender identity, sexual orientation, disability, age, religion, or any other characteristic. We are committed to a respectful environment where everyone can be themselves, share their ideas, and feel that they belong.