Cross Technology Support Specialist

Our organization is seeking a skilled Cross Technology Support Specialist to join our team. In this role, you will be responsible for providing high-quality technical support and services to our clients.

• Work independently to resolve escalated incidents and requests in a timely manner within the agreed service level agreement (SLA).
• Provide timely and consistent updates of tickets with resolution tasks performed.
• Proactively identify, investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner.
• Capture all required and relevant information for immediate resolution.
• Provide fourth-level support to all escalated incidents, requests, and identify the root cause of incidents and problems, respond to tickets where third-line engineer teams were unable to fix the problem.
• Share knowledge, document it, and push it down to other engineers.
• Communicate with other teams and clients for extended support. Act as an emergency support contact as needed for critical client and business-impacting issues.
• Support, track, and document change implementation.
• Provide timely escalation of all tickets to management with ensuing updates, where applicable.
• Proactively identify, contribute, implement, and work with automation teams for effort optimization and automating routine tasks.
• Systematically gather relevant information and apply technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
• Use operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
• Coach L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams.
• Perform quality audits, covering process, service experience, ticket updates, etc., as required.
• Manage and implement projects within technology domains, delivering effectively and promptly per client-agreed requirements and timelines.
• Implement and deliver Disaster Recovery functions and tests.

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Excellent proficiency in change management process with the ability to plan, monitor, and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Deep technical skills in relevant functions.
• Excellent client service orientation and passion for achieving or exceeding expectations.
• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
• Certifications relevant to the services provided.

This role offers the opportunity to work on challenging projects, develop your technical skills, and contribute to the success of our organization. We offer a competitive salary and benefits package, including opportunities for professional growth and development.

We are committed to equality, diversity, and inclusion in the workplace. If you have any questions or would like to discuss this role further, please do not hesitate to contact us.