Description

You will act as a Tier 2 escalation point, resolving complex software, hardware, and network issues while mentoring Tier 1 analysts.

Responsibilities

• Resolve escalated technical issues involving software, hardware, and network systems.
• Conduct root cause analysis to identify systemic issues and implement long-term fixes.
• Mentor Tier 1 support analysts through technical guidance and process coaching.
• Manage and prioritize escalated tickets to ensure resolution within SLA.
• Coordinate with third-party vendors to manage updates, patches, and issue resolution.
• Perform system administration tasks including access control, user provisioning, and updates.
• Develop and maintain documentation for the team knowledge base.

Required Skills

• 3–5 years of experience in technical support or IT operations.
• Strong troubleshooting expertise in software, hardware, and networking.
• Experience with ServiceNow or similar ITSM platforms.
• Familiarity with ITIL processes, including Incident, Problem, Change, and Knowledge Management.
• Hands-on experience in scripting and automation for support tasks.
• Solid understanding of networking fundamentals.
• Basic knowledge of cloud platforms including Azure, AWS, or GCP.
• Ability to explain complex technical issues to non-technical users.

Preferred Skills

• ITIL Foundation Certification.
• Microsoft Certified: Azure Fundamentals.
• Certifications in Networking or System Administration such as CompTIA Network+ or CCNA.
• Intermediate understanding of Azure services and resource management.

Key Skills

Education

Any Gradute