Description

You will act as a Tier 2 escalation point, resolving complex technical issues and mentoring Tier 1 analysts.

This role is on-site.

Responsibilities

• Resolve escalated software, hardware, and network issues while ensuring SLA compliance.
• Conduct root cause analysis to identify systemic problems and implement long-term fixes.
• Mentor Tier 1 support analysts through technical guidance and process coaching.
• Manage and prioritize escalated tickets, coordinating with third-party vendors for updates and patches.
• Perform system administration tasks including access control, user provisioning, and documentation maintenance.

Required Skills

• 3–5 years of experience in technical support or IT operations.
• Strong troubleshooting expertise across software, hardware, and networking.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Familiarity with ITIL processes, including Incident, Problem, Change, and Knowledge Management.
• Scripting and automation skills for support tasks.
• Solid understanding of networking fundamentals.
• Basic knowledge of cloud platforms (Azure, AWS, or GCP).

Preferred Skills

• ITIL Foundation Certification.
• Microsoft Certified: Azure Fundamentals.
• Certifications in Networking or System Administration (CompTIA Network+ or CCNA).

Key Skills

Education

Any Gradute