Associate Customer Support (IT)

TL;DR

Associate Customer Support (IT): Providing technical service operations support for global air travel systems with an accent on incident management and SLA compliance. Focus on diagnosing network issues, coordinating with resolver groups, and ensuring high-quality communication with international clients in a 24/7 shift environment.

Location: Amman, Jordan (Hybrid: up to 2 days/week work from home)

Company

hirify.global is a global technology provider for the air travel industry, powering operations for airlines and airports in over 200 countries.

What you will do

• Provide service operations support to internal and external customers according to SLAs.
• Act as the single point of contact for customers to coordinate incident resolution.
• Monitor incident progress and escalate issues to specialized resolver groups when necessary.
• Perform diagnostics on network and system faults to attempt level 1 resolution.
• Maintain clear and professional communication with customers throughout the incident lifecycle.
• Work on a 24/7 shift basis as required by operational needs.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or a relevant IT discipline.
• 0-1 years of experience in technical or customer support within the IT industry.
• Excellent English communication skills (verbal and written).
• Good knowledge of network components, connectivity, and Microsoft products.
• Understanding of ITIL principles and network components.
• Must be based in Amman, Jordan.

Nice to have

• CCNA certification.
• Basic knowledge of LAN/WAN, routing, switching, wireless, and VPN technologies.
• Experience with network equipment from vendors like Cisco, Huawei, or Juniper.
• Demonstrated maturity in handling complex or difficult customer interactions.

Culture & Benefits

• Flex Week policy allowing up to 2 days of remote work per week.
• Flex Day and Flex-Location programs for work-life balance.
• Comprehensive Employee Wellbeing program including 24/7 EAP and personalized health platforms.
• Extensive professional development ecosystem with access to LinkedIn Learning, Pluralsight, and more.
• Competitive benefits package aligned with local market standards.