IT Second Level Support Senior Specialist
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Key skills for this role
About the Role
Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists. Accountabilities Investi.
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 phases.
- Handle vendor coordination and liaise with external third level support.
- Generate reports on incident trends and root cause analyses.
- Train and share technical knowledge with Level 1 support team.
Requirements
- Advanced technical support and problem resolution skills
- Deep technical expertise in specific applications, technologies, and systems
- Ability to collaborate with Level 1 support and provide guidance
- Experience in IT projects testing and piloting
- Vendor coordination skills
- Report generation and root cause analysis skills
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 resolve issues without referring to applications team.
- Collaboration with Level 1 Support through updating ticket resolution status and providing guidance.
- Support processes 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.
- 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)
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