Technical Content Writer (Job No 926)

Job Overview

We are seeking an experienced Technical Writer to create clear, concise, and user-friendly knowledge articles for our IT Helpdesk, as well as comprehensive Standard Operating Procedures (SOPs) for Level 2 technical teams. The ideal candidate will translate complex technical information into easy-to-understand content for service desk staff and end users in the Airline industry, while also developing standardized processes and training documentation for advanced technical teams. Advanced English language proficiency is essential for this role.

Key Responsibilities

• · Create and maintain technical documentation for IT service desk agents and end users
• · Develop step-by-step troubleshooting guides and knowledge base articles
• · Write detailed Standard Operating Procedures (SOPs) for Level 2 technical teams
• · Design and document standardized workflows and best practices for complex technical operations
• · Create training materials and process documentation to support onboarding and skill development
• · Collaborate with IT specialists to gather technical information and understand complex processes
• · Update existing documentation to reflect system changes and improvements
• · Ensure consistency in terminology, style, and format across all documentation
• · Review and edit content created by technical staff for clarity and accuracy

Required Skills & Experience

• · 3+ years of experience in technical writing, preferably for IT helpdesk or support environments
• · Experience developing SOPs and process documentation for technical teams
• · Proven ability to translate complex technical concepts into clear, accessible language
• · Experience with knowledge base platforms and documentation tools
• · Strong understanding of IT support processes, ticketing systems, and escalation procedures
• · Knowledge of technical training methodologies and documentation
• · Excellent writing, editing, and proofreading skills
• · Ability to work independently and collaborate effectively with technical teams
• · Experience creating visual aids (screenshots, diagrams, flowcharts) to supplement written content

Preferred Qualifications

• · Experience in the airline or transportation industry
• · Familiarity with ITIL frameworks and service desk operations
• · Experience documenting complex IT infrastructure or systems
• · Knowledge of software documentation best practices
• · Experience with creating video tutorials or interactive guides
• · Understanding of user experience principles
• · Certification in technical writing or related field
• · Bachelor's degree in Technical Communication, English, Journalism, or related field

Personal Attributes

• · Excellent attention to detail
• · Advanced English language proficiency
• · Strong organizational and time management skills
• · Ability to quickly understand new technologies and systems
• · Customer-focused mindset
• · Proactive problem-solver
• · Comfortable working in a fast-paced environment
• · Strong interviewing skills to extract information from subject matter experts