Job Title: Technical Support Officer
Location: Clamtech Office (Swatar), with remote options on request, and occasional on- site client visits.
Employment Type: Full-time

About Clamtech

Clam Technologies Ltd. (Clamtech) is a dynamic IT company based in Malta, offering a range of technical services including cloud infrastructure, DevOps, helpdesk support, and IT solutions tailored to clients across industries. We pride ourselves on combining responsiveness with reliability, building trust through hands-on service.

Role Summary

We are seeking a Technical Support Officer to join our growing team and serve as the first line of technical assistance for our clients. This is a semi-entry level position ideal for candidates with a foundation in IT support and a passion for problem-solving. Fluency in Maltese and English is essential due to the nature of client interactions.

Key Responsibilities

• Act as the first point of contact for client technical issues via helpdesk, email, and phone.
• Log, manage, and resolve support tickets using our helpdesk/ticketing system.
• Perform basic troubleshooting of hardware, software, and network issues.
• Communicate clearly and effectively with clients to understand their problems and guide them toward solutions.
• Follow up on open issues to ensure timely resolution and customer satisfaction.
• Escalate more complex issues to second-line or specialist support teams where necessary.
• Maintain accurate documentation of issues, resolutions, and procedures.
• Assist with onboarding/offboarding tasks such as user account setup, password resets, and software installations.
• Occasionally work on-site at client premises to resolve issues or assist with projects.
• Bonus: Assist in administering and supporting Office 365 environments (user management, email setup, Teams/SharePoint troubleshooting, etc.).

Requirements

Must-Haves:
• Proficiency in Maltese and English, both spoken and written.
• Basic understanding of desktop operating systems (e.g., Windows 10/11, macOS).
• Customer-facing communication skills with a proactive, helpful attitude.
• Strong problem-solving and critical-thinking abilities.
• Willingness to travel to client sites across Malta.
• Ability to work independently and as part of a support team.

Nice-to-Haves:
• Experience with helpdesk/ticketing tools (e.g., Jira Service Desk, Zendesk).
• Previous exposure to managing Office 365 or Google Workspace.
• Familiarity with basic networking concepts (e.g., DNS, DHCP, routers).
• Technical certifications (e.g. CCNA, Microsoft 365 Fundamentals) are considered an asset.

Work Environment

• Core hours based in our Swatar office with occasional on-site support at client locations.
• Remote work available based on team scheduling and management approval.
• You will report to our Technical Operations Manager and collaborate with other support and infrastructure staff.