IT Second Level Support Senior Specialist (2023691)
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Key skills for this role
About the Role
Nahdi in Jeddah 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, SQL, and DBA skills.
Key Skills for This Role
Responsibilities
- Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set 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 to reduce repeated issues
- Contribute to and maintain an advanced internal knowledge base for IT support team reference
- Collaborate with the applications department team for cases that need further escalation
- 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
- Preferred to have advanced certifications such as CompTIA A+, Network+, Security+, MCSE, or similar
- SQL skills, DBA skills
- English and Arabic languages
Full Job Posting
Job Overview
- Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.
Accountabilities
- Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set SLAs.
- Develop deep technical expertise in specific applications, technologies and systems to be able to resolve issues rising from them without the need to refer to the applications team to increase their efficiency and focus.
- Collaboration with Level 1 Support, through updating level 1 support with tickets resolution status and steps followed through working closely with Level 1 support to provide guidance on complex issues.
- Support processes improvements to enhance efficiency and effectiveness through working aside to department head, and continuously ensuring moderating between rising issues from level 1 support and finding root cause solutions with the applications department to end them.
- Participate in IT projects testing and piloting phase, bringing technical expertise and insights.
- Handle vendor Coordination and liaise with external and internal third level of support for advanced support and problem resolution.
- Generate reports on incident trends and root cause analyses to reduce repeated issue and contribute to and maintain an advanced internal knowledge base for IT support team reference.
- Collaborate with the applications department team for cases that need further escalation or support to get things resolved on time.
- Train and share technical knowledge and experience with level one support team to build their acumen on frequent tickets and issues.
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
- Education: BSc in IT preferably in Computer Science
- Experience & Skills: 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 to have advanced certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or similar. SQL skills, DBA skills.
- Languages: English, Arabic
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