Helpdesk Technician

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Full Scale

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

Full Scale is a staff augmentation company that focuses on providing exceptional tech talent to businesses across various industries. Founded by Matt Watson, a seasoned tech entrepreneur, Full Scale has partnered with over 200 tech companies since its inception, offering top-notch services while fostering a positive work environment for its employees. The company's commitment to corporate social responsibility is evident in its engagement in community outreach, environmental sustainability, and educational initiatives.

📋 Description

• Serve as the first point of contact for incoming support requests, triaging and resolving issues or escalating when needed • Support customer-facing product issues by reproducing reported problems, documenting them clearly, and resolving or handing them off to engineering • Work on straightforward bug fixes under guidance and close the loop with the people who reported them • Provide internal IT support for employee accounts, access and permissions, hardware, software, and connectivity • Track tickets through resolution and keep status updates, notes, and ownership accurate and up to date • Write and maintain simple help documentation and internal knowledge base articles for recurring issues • Partner with support engineers and developers to identify patterns and reduce repeat tickets

🎯 Requirements

• Genuine interest in technology and a strong aptitude for troubleshooting; formal experience is welcome but not required • Clear, patient written and verbal communication skills, with the ability to explain technical concepts to non-technical users • Comfort using common workplace tools such as ticketing systems, email and account administration tools, and basic command-line or web-based tools • Strong organizational skills and reliability, with the ability to manage multiple open issues effectively • Ability to work collaboratively in a remote, distributed team environment • Nice-to-Have Qualifications: • Prior experience in help desk, technical support, or customer support • Exposure to web technologies such as HTML, CSS, or basic JavaScript • Experience reading application logs • Familiarity with a ticketing or help desk platform such as Zendesk, Freshdesk, or Jira Service Management

🏖️ Benefits

• Fully remote work setup • Opportunity to grow in a collaborative, distributed team • Hands-on exposure to customer support, product troubleshooting, and internal IT operations • Strong entry point for candidates building a career in technical support or support engineering