Tier 1 Technical Support Specialist
Centrii is seeking a Tier 1 Technical Support Specialist to join our growing technical operations team in London, England. This role is ideal for someone early in their IT career who enjoys troubleshooting, working with customers, and serving as the first line of response for technical support issues.
The Tier 1 Support Specialist will monitor automated alerting platforms and service tickets, perform initial troubleshooting, and escalate issues to higher-level engineers when necessary. This position plays a critical role in ensuring timely response and effective coordination between customers and Centrii’s technical teams.
Key Responsibilities
- Monitor inbound alerts and notifications from automated systems and monitoring platforms (including Zendesk and other ticketing tools)
- Receive and triage incoming customer support requests
- Perform initial troubleshooting and diagnostics on reported issues
- Document all troubleshooting steps clearly within the ticketing system
- Escalate complex or unresolved issues to Tier 2 or Tier 3 engineers when appropriate
- Maintain clear and professional communication with customers throughout the ticket lifecycle
- Track and update ticket status to ensure proper resolution and follow-through
- Work closely with internal engineering and operations teams to ensure timely issue resolution
Required Qualifications
- 1–3 years of verifiable experience in a technical support, helpdesk, networking, or MSP environment
- Experience triaging inbound support tickets and working within a structured ticketing system
- Hands-on experience using Zendesk or a similar service desk platform
- Basic understanding of networking concepts
- Strong troubleshooting mindset and ability to gather key diagnostic information
- Excellent written and verbal communication skills
- Ability to work collaboratively in a fast-paced technical environment
Preferred Experience
- Familiarity with networking platforms such as:
- Cisco
- Fortinet
- Cradlepoint
- Experience working with monitoring platforms or automated alerting systems
- Entry-level industry or vendor certifications are strongly preferred, such as:
- CompTIA Network+
- Cisco CCNA
- Fortinet NSE
Why Join Centrii
You’ll be helping deliver the infrastructure behind modern energy systems, supporting secure and reliable operations across renewable energy environments.
Our team is building the next generation of operational technology visibility and cybersecurity for the global energy market, and our Project Managers are critical to ensuring successful execution at scale.
If you're interested in managing projects that directly impact critical infrastructure and the future of energy, we’d like to hear from you.