
IT Technical Support Professional
1 day ago
We are seeking an experienced and skilled Technical Support Specialist to join our team. This role requires strong technical expertise, problem-solving skills, and the ability to work collaboratively with cross-functional teams.
Key Responsibilities:
- Handle incidents, service requests, and escalations from the L1 support team.
- Perform advanced troubleshooting, root cause analysis, and provide timely resolutions.
- Monitor systems, applications, and infrastructure to ensure high availability and performance.
- Collaborate with L3 engineers, development teams, and vendors for complex issue resolution.
- Document solutions, knowledge articles, and update standard operating procedures.
- Provide guidance, mentoring, and support to L1 engineers.
- Participate in on-call rotations, incident response, and after-hours support as required.
- Ensure compliance with SLAs, IT policies, and security standards.
Education: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
Experience: 2–5 years of experience in IT support or technical engineering roles.
Skills: Strong knowledge of operating systems; experience with troubleshooting hardware, software, and infrastructure issues; familiarity with ITSM tools (ServiceNow, Jira, or similar); basic knowledge of firewall, networking, and server concepts; strong analytical and problem-solving skills with attention to detail; excellent communication and customer-handling skills; ability to work independently and in a team environment under pressure.
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