As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and — Next Gen Technology is at the forefront of digital innovation.We don’t just build software — we craft smart, scalable solutions that power business success.

If you’re passionate about cutting-edge tech, creative problem-solving, and real impact, this is where your next big opportunity begins.

Why We Need You

The Senior Service Desk Specialist is the primary escalation point for complex technical issues and VIP/B2B customer incidents. The role demands a minimum of 5 years’ hands on experience in IT service desk environments, including at least 2 years supporting external business customers in a multi tenant, SLA driven setting. This individual owns daily service quality, mentors junior analysts, drives continuous improvement, and collaborates with SRE, DevOps, Network, and Security teams to ensure high availability and exceptional customer experience.

What You’ll Be Doing

• Act as L2/L3 escalation point for high priority incidents and requests from external B2B customers

• Perform advanced troubleshooting across Windows/Mac endpoints, SaaS apps, networking, identity, and collaboration tools

• Lead daily ticket reviews to ensure SLA compliance, proper categorization, and timely escalation

• Represent the Service Desk on major incident bridges, managing stakeholder communications and post incident reviews

• Mentor and coach junior analysts; deliver training sessions and develop knowledge base articles to improve first call resolution

• Own onboarding/offboarding workflows for B2B customers (account creation, access provisioning, hardware allocation)

• Analyse ticket trends, produce weekly/monthly service metrics, and recommend process or automation improvements

• Administer and configure Jira Service Management, including projects, queues, SLAs, automation rules, and customer portals

• Collaborate with DevOps, SRE, CloudOps, Infra, and Network teams to resolve cross functional issues

• Ensure compliance with information security and data handling policies in all support activities

What You Bring to the Team

• 5+ years’ experience in IT Service Desk or technical support, with at least 2 years in a senior/lead capacity

• Proven track record supporting external B2B customers in a multi tenant environment

• Expertise in Jira Service Management (or similar ITSM tools), including SLA setup, reporting, and automation

• Strong knowledge of ITIL processes (Incident, Problem, Change) and practical application in an SLA driven environment

• Advanced troubleshooting skills in Windows/Mac OS, Office 365, Active Directory/Azure AD, VPN, and basic networking

• Excellent communication and stakeholder management skills; ability to explain technical issues to non technical audiences

• Fluent written and spoken English

Desirable:

• Experience in the online gaming industry or other high availability, customer centric sectors

• Familiarity with scripting (PowerShell, Bash) to automate routine support tasks

• ITIL v4 Foundation or higher certification

• Experience with cloud identity, SSO, and MFA solutions

• Knowledge of monitoring and log management tools (e.g., Grafana, DataDog, Splunk)

Why You’ll Love Working With Us

• A culture of respect and belonging – We believe great work happens when everyone feels seen, heard, and valued

• Inclusive and diverse environment – Different voices make us stronger. We celebrate who you are and what you bring to the table

• Growth-driven mindset – Your development matters. We invest in your learning and career advancement every step of the way

• Comprehensive health insurance – Your well-being comes first. Enjoy peace of mind with robust medical coverage

• Fully covered meal expenses – Fuel your day with delicious meals, on us

• Premium gym partnerships – Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners

Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks.

Privacy Notice – Processing of Personal Data

By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period of three years, you may request deletion by contacting us at ta@nextgentech.com.ge. Upon receiving your request, Next Gen Technology Georgia LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.

Diversity & Inclusion Statement

At Next Gen Technology Georgia LLC, we are proud to be an equal-opportunity employer. We are committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are based solely on merit, qualifications, and business needs.