{"id":3917516,"url":"https://alion.io/job/sd-it-services-technical-support-specialist","title":"Technical Support Specialist","company":{"id":4414465,"name":"SD IT Services","domain":"sdit-services.com","url":"https://alion.io/company/sd-it-services","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pristina, Kosovo"],"countries":["XK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-11-04T11:30:38Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T18:53:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"SD IT Services is looking for a motivated and technically skilled Technical Support Specialist to join our team in Prishtina.In this role, you will provide technical support to international customers, helping them resolve issues involving software applications, hardware devices, networking, system integrations, and operational platforms.\nYou will investigate technical problems, identify root causes, provide effective solutions, and collaborate with senior technical support specialists, engineering, and development teams when further investigation is required.\nWe are looking for someone who enjoys solving complex problems, takes ownership of issues, communicates professionally, and is eager to continuously improve their technical expertise.\nResponsibilities:\n- Respond to customer reports, clarify symptoms, and assess urgency and impact.\n- Troubleshoot application, device, Wi-Fi, DNS, server, and connectivity issues.\n- Investigate data synchronization failures and API or webhook integrations.\n- Review logs, timestamps, error messages, system behavior, and recent changes to narrow down causes.\n- Assess payment and transaction issues, including reports of duplicate charges, before escalating.\n- Investigate performance problems, service crashes, and high resource usage.\n- Identify workarounds, document root causes, and follow issues through to resolution.\n- Escalate reproducible, well-documented issues to L2 Engineering or Development when appropriate.\n- Help prevent repeat incidents by improving support documentation, known-issue guidance, and customer communications.\n- Explain technical issues in clear, customer-friendly language.\nRequirements:\n- Experience in technical support, help desk, application support, or a similar customer-facing technical role.\n- A structured troubleshooting approach: gathering details, checking scope and impact, reviewing evidence, testing likely causes, and recording findings.\n- Working knowledge of networking concepts such as DNS, Wi-Fi, TCP, and UDP.\n- Familiarity with HTTP errors, APIs, webhooks, and integrations.\n- Basic understanding of servers, logs, CPU usage, and service availability.\n- Good written and verbal communication skills.\n- Sound judgment about when to continue investigating, offer a workaround, or escalate.\n- Careful handling of customer reports involving payments or other sensitive operational issues.\nNice to have:\n- Supporting restaurant, retail, point-of-sale, or other business-critical applications.\n- Using monitoring, ticketing, log-search, or remote-support tools.\n- Writing troubleshooting guides or contributing to incident reviews.\n- Working with engineering teams to reproduce and resolve customer issues.","description_format":"text","description_chars":2705,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-07T13:45:58Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":25,"reasons":["conf:4","win:early"],"computed_at":"2026-11-07T23:33:02Z"},"pay":null,"html_url":"https://alion.io/job/sd-it-services-technical-support-specialist","json_url":"https://alion.io/job/sd-it-services-technical-support-specialist.json","meta":{"generated_at":"2026-11-07T23:33:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":39231,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4414465},"rest":"https://alion.io/mcp/rest/get_company?id=4414465"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsd-it-services-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsd-it-services-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsd-it-services-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sd-it-services-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsd-it-services-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3917516}},{"tool":"search_jobs","arguments":{"company":"sdit-services.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3917516},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}