IT Second Level Support Senior Specialist (2023691)
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Key skills for this role
About the Role
Nahdi Medical Co. seeks an IT Second Level Support Senior Specialist to provide advanced technical support and resolve complex issues escalated from Level 1. The role requires 3+ years of IT support experience, preferably with retail systems, and expertise in ITIL, service management, and relevant certifications.
Key Skills for This Role
Responsibilities
- Investigate and resolve complex technical issues escalated from Level 1 support within SLAs
- Develop deep technical expertise in specific applications, technologies and systems
- Collaborate with Level 1 Support by updating ticket resolution status and providing guidance
- Support process improvements to enhance efficiency and effectiveness
- Participate in IT projects testing and piloting phase
- Handle vendor coordination and liaise with external and internal third level of support
- Generate reports on incident trends and root cause analyses
- Collaborate with applications department for escalated cases
- Train and share technical knowledge with level one support team
Requirements
- BSc in IT preferably in Computer Science
- 3+ years of experience in IT support, with a focus on retail systems
- Working knowledge of best practices in information technology management
- Experience in project management methodologies
- ITIL and service management background
- Advanced certifications such as CompTIA A+, Network+, Security+, MCSE, or similar
- SQL skills, DBA skills
- Fluency in English and Arabic
Full Job Posting
Job Description
- Provide advanced technical support and problem resolution for complex issues not resolved by first line support.
Accountabilities
- Investigate and resolve complex technical issues escalated from Level 1 support within SLAs.
- Develop deep technical expertise in specific applications, technologies and systems.
- Collaborate with Level 1 Support through updating ticket resolution status and providing guidance.
- Support process improvements to enhance efficiency and effectiveness.
- Participate in IT projects testing and piloting phase.
- Handle vendor coordination and liaise with external and internal third level of support.
- Generate reports on incident trends and root cause analyses.
- Collaborate with applications department for escalated cases.
- Train and share technical knowledge with level one support team.
Work Environment
- Indoors: 100%
- Outdoors: 0%
- Working Days: 5 Working Days
- Days off: 2 Days Off
- Working Hours: 9:00 AM – 6:00 PM (1 hour break)
Job Requirement
- BSc in IT preferably in Computer Science
- 3+ years of Experience in IT support, with a focus on retail systems.
- Working knowledge of best practices in information technology management.
- Experience in project management methodologies.
- ITIL and service management background.
- Preferred: advanced certifications such as CompTIA A+, Network+, Security+, MCSE, or similar.
- SQL skills, DBA skills.
- Languages: English, Arabic
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