
Advanced Technical Support Professional
1 day ago
We are seeking an experienced Senior Technical Support Specialist to join our technical team.
The successful candidate will be responsible for handling escalated technical issues, providing in-depth troubleshooting and ensuring smooth resolution of incidents that cannot be resolved at the L1 level.
- 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.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, Information Technology or related field (or equivalent experience).
- 2–5 years of experience in IT support or technical engineering roles.
- 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 is must.
- 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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