Senior Technical Support

Role Description

We are seeking an experienced Senior Technical Support who can independently handle client and technical support concerns while maintaining excellent service standards. The ideal candidate has a strong background in support operations, can manage multiple issues efficiently, and is capable of guiding junior team members when needed.

About Skubbs

Skubbs is a digital solutions and technology services company providing innovative support across various business functions. The IT Support role will assist in maintaining internal systems, user devices, and network infrastructure to ensure smooth operations for its teams.

Key Responsibilities

Client & Technical Support

• Provide advanced troubleshooting and resolution for technical and operational issues.
• Respond to client inquiries promptly and professionally.
• Ensure all support tickets are properly documented, tracked, and resolved within agreed SLAs.
• Handle escalations and complex concerns with minimal supervision.

Operations & Coordination

• Work closely with Project Managers, Developers, QA, and internal teams to resolve issues.
• Monitor support queues and ensure timely response and closure of tickets.
• Identify recurring problems and recommend improvements to processes or systems.

Leadership & Mentorship

• Guide and assist junior support staff on issue handling and best practices.
• Support knowledge sharing and training initiatives.

Documentation & Reporting

• Maintain accurate support documentation and incident logs.
• Prepare reports on recurring issues, response times, and service performance.

Qualifications

• Diploma or Degree in IT, Computer Science, Business, or related field.
• Minimum 3–5 years of experience in Technical Support, IT Support, or Customer Support roles.
• Experience handling client communications and managing support tickets.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.