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Stacuity · IT - Administration

Technical Support Analyst

Isle of Man, Douglas · Job Posted February 24, 2026
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Job Description

As a Level 1 Technical Support Analyst, you will be the first point of contact for customers using Stacuity's high-availability connectivity and mobile core SaaS platform. You will provide world-class customer service, take ownership of support tickets, and help customers restore service quickly and confidently. You will also develop and maintain our customer support portal and knowledgebase, ensuring customers and internal teams have clear, accurate, and up-to-date guidance.

Job Responsibility

  • First-line customer support (L1): Receive, triage, and respond to customer enquiries via the support portal, email, and other agreed channels
  • Own tickets through to resolution where possible, escalating to L2/L3 with clear diagnostics and impact assessment when required
  • Provide timely, professional, and empathetic communications to customers - especially during incidents
  • Meet agreed service targets (e.g., first response time, update frequency, and resolution/closure quality)
  • Ticket, incident, and communications management: Log, categorise, prioritise, and track incidents, problems, and service requests using our ticketing tools and processes
  • Support incident coordination by gathering information, maintaining timelines, and ensuring customers and stakeholders receive regular updates
  • Follow runbooks and standard operating procedures (SOPs) to restore service quickly and safely
  • Capture post-incident learning: contribute to RCA inputs, known error records, and corrective actions
  • Support portal and knowledge base: Develop and maintain our customer support portal, ensuring it is organised, easy to navigate, and kept up to date
  • Create and improve knowledgebase articles, FAQs, troubleshooting guides, and "how to" content based on recurring issues and customer needs
  • Work with Engineering and Operations to validate technical accuracy and keep documentation aligned to product changes
  • Promote self-service by making the right information easy to find and consistently high quality
  • Technical troubleshooting and service awareness: Perform first-line diagnostics across networking and platform fundamentals (e.g., IP connectivity, routing/DNS, VPNs, APN configuration, SIM/eSIM provisioning, and common mobile core concepts)
  • Use logs, dashboards, and monitoring tools to identify symptoms, validate impact, and support escalation decisions
  • Maintain strong awareness of Stacuity service status and planned maintenance, helping customers understand impact and next steps
  • Continuous improvement and teamwork: Contribute to improving support processes, templates, and tooling to make the function more scalable and consistent
  • Identify recurring issues and suggest product, documentation, or process improvements
  • Collaborate closely with Engineering, TechOps, and Product teams to provide a high-quality customer experience

Requirements

  • Degree (or equivalent) in IT, Computer Science, Networking, or related discipline - Desirable
  • Industry certifications such as CompTIA A+/Network+, ITIL Foundation, CCNA (or equivalent) - Desirable
  • Excellent written and spoken English - Essential
  • Customer support or service desk experience (or strong customer-facing experience with clear technical aptitude) - Desirable
  • Comfortable troubleshooting networking basics: IP addressing/subnetting, routing concepts, DNS, VPNs, firewalls, and packet flow - Desirable
  • Interest or knowledge in mobile networks and IoT connectivity
  • awareness of concepts such as APNs, SIM/eSIM, IMSI, and data sessions is beneficial - Desirable
  • Experience using ticketing systems and knowledgebases (e.g. Zendesk, Freshdesk, Confluence) is helpful - Desirable
  • Able to write clear, structured documentation and customer communications - Desirable
  • Strong organisation and attention to detail: accurate ticket notes, timelines, and follow-ups - Desirable
  • Able to stay calm under pressure and work methodically during incidents - Desirable
  • Customer-first mindset with a commitment to world-class service - Essential
  • Curious and proactive - enjoys learning how things work and digging into problems - Essential
  • Ownership mentality - follows through and communicates clearly until issues are resolved - Essential
  • Collaborative team player who works well with engineers and non-technical stakeholders - Essential
  • High integrity and discretion when handling customer and network information - Essential
  • Continuous improvement mindset - always looking for ways to make support better - Essential
  • Values aligned with Stacuity’s culture – ambitious, innovative, dependable and supportive - Essential
  • Able to work flexible hours when required to meet the needs of the role - Essential
  • Flexibility to be available to assist with out-of-hours incident support (24x7) on an occasional basis - Desirable
  • Willing to undertake a DBS check - Essential
  • Right to work (if visa is required) - Essential
  • IOM Worker/Work permit - Essential

Nice to have

  • Degree (or equivalent) in IT, Computer Science, Networking, or related discipline
  • Industry certifications such as CompTIA A+/Network+, ITIL Foundation, CCNA (or equivalent)
  • Customer support or service desk experience
  • Interest or knowledge in mobile networks and IoT connectivity
  • awareness of concepts such as APNs, SIM/eSIM, IMSI, and data sessions
  • Experience using ticketing systems and knowledgebases (e.g. Zendesk, Freshdesk, Confluence)
  • Flexibility to be available to assist with out-of-hours incident support (24x7) on an occasional basis
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