IT Support Specialist – 24/7 Operations

About the role

We are looking for an IT Support Specialist to join Riverty’s IT Support team in Tallinn. The role provides 24/7 first‑line support for business‑critical systems, handling incidents, service requests and monitoring alerts.

Key responsibilities

• Handle incidents, service requests and monitoring alerts across multiple critical systems, responding to customer contacts via email and phone.
• Categorize, prioritize and document incidents to ensure timely resolution.
• Perform initial analysis, troubleshooting and first‑line resolution of issues.
• Escalate cases to higher‑level support when necessary and coordinate with them for resolution.
• Communicate progress, planned changes and scheduled outages to customers.
• Manage user access requests and maintain accurate documentation.

Required profile

• Background in IT with at least one year of experience in an IT support role.
• Strong interpersonal and communication skills with a customer‑service focus.
• Willingness to learn multiple applications, support processes, monitoring tools and operational procedures.
• Ability to follow detailed procedures while exercising sound judgment.
• Analytical mindset for reviewing logs and attention to detail.
• Readiness to work rotating shifts, including nights, weekends and public holidays.
• Proactive, resilient and adaptable in a dynamic environment.

Required skills