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. What you’ll be doing: 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, GitLab, and GitHub. Experience with ticketing systems. Excellent customer service skills with the ability to log and track issues accurately. #J-18808-Ljbffr