✦ Luna Orbit — IT Support & Helpdesk

Tier 2 Technical Support Specialist

at BOLT ON TECHNOLOGY

📍 Tampa, FL, US Remote Posted March 05, 2026
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Position Details

Type Not Specified
Experience mid
Exp. Years 2+ years
Education Not specified
Category IT Support & Helpdesk

About this role

This role provides advanced technical support for software products, troubleshooting complex issues, and ensuring customer satisfaction through remote and phone support.

Key Responsibilities

  • Handle escalated customer issues
  • Diagnose and resolve software and system problems
  • Conduct remote troubleshooting sessions
  • Create knowledge base articles
  • Improve internal support processes

Technical Overview

Supports SaaS-based tools like Jira, Confluence, and remote support platforms, with a focus on Windows OS and data troubleshooting.

Ideal Candidate

The ideal candidate is a mid-level IT support specialist with at least 2 years of experience in customer-facing technical support roles, proficient in Windows and remote troubleshooting tools, with strong communication skills and a customer-first mindset.

Must-Have Skills

2+ years in a customer-facing roleTroubleshootingWindows operating systemRemote supportCustomer communication

Nice-to-Have Skills

Atlassian ToolsLogMeInData analysisSupport ticket management

Tools & Platforms

Jira Service ManagementJira SoftwareConfluenceLogMeInWindows

Required Skills

TroubleshootingWindowsRemote supportCustomer serviceJiraConfluenceLogMeInData analysisSupport ticket managementSystem configuration

Hard Skills

Jira Service ManagementJira SoftwareConfluenceWindowsRemote connection toolsLogMeInTroubleshootingCustomer supportData analysisSystem configuration

Soft Skills

CommunicationProblem-solvingCustomer serviceAttention to detailIndependent work

Industry & Role

Industry SaaS
Job Function Provide technical support and troubleshooting for software products

Keywords for Your Resume

IT SupportHelpdeskJira Service ManagementJira SoftwareConfluenceWindowsRemote connection toolsLogMeInTroubleshootingCustomer supportData analysisSystem configurationRemote supportTechnical supportCustomer serviceJiraSupport ticket

Deal Breakers

Less than 2 years of relevant experience, Lack of experience with Windows or remote tools, No customer support background

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