L1 Support Specialist

The L1 Support Specialist is pivotal in maintaining the operational integrity of business-critical software applications for our clients. The role demands proactive monitoring and regular assessment of system health encompassing software, hardware, and network infrastructures. The goal is to maximize uptime and productivity for business users. You will be the first point of contact for technology-related assistance, delivering support across various communication channels.

Key Responsibilities:

• Process Health Check:
  

  • Validate and oversee Start-of-Day and End-of-Day processes.
    

  • Generate and deliver system health check reports.
    

  • Detect and escalate system issues promptly.
    

• System Monitoring:
  

  • Continuously monitor the Process Dashboard for anomalies.
    

  • Report discrepancies to L2 support and keep detailed records of issues.
    

  • Liaise with internal and external stakeholders for issue communication.
    

• Incident Management:
  

  • Gather and convey detailed information on application/network/hardware issues to L2 support.
    

  • Log incidents in the IT Service Management tool and route tickets accurately.
    

  • Facilitate issue resolution by providing in-depth issue descriptions to L2 teams.
    

  • Implement documented workarounds for known issues and contribute to process documentation.Draft and maintain system documentation including user manuals, guides, and FAQs.
    

• Bachelor’s degree in Computer Science, Engineering, or a related Management field.
  

• A minimum of 6 months of experience in one or more of the following roles:
  

  • Helpdesk Representative
    

  • Maintenance Specialist
    

  • Customer Support Specialist
    

• Preference for candidates with ITIL certification or cloud (esp AWS) fundamentals knowledge.
  

Skills:

• Analytical:
  

  • Proficient in problem detection, data analysis, and drawing logical conclusions.
    

  • Capable of researching, evaluating, and synthesizing system monitoring data into actionable insights.
    

• Communication:
  

  • Exceptional command of English, both in written and verbal forms.
    

  • Effective coordination with users and management, both internally and with third-party stakeholders.
    

  • Responsive and constructive in addressing user inquiries or concerns.
    

• Work and Relationship Management:
  

  • Strong organizational skills with the ability to prioritize tasks and manage time effectively.
    

  • Ability to work independently with a flexible work schedule.
    

  • Autonomous in managing multiple tasks with minimal oversight.
    

  • Dedicated to forging and nurturing strong relationships both within and outside the organization.
    

We provide a competitive salary and benefits package, a vibrant work environment, and numerous opportunities for professional growth. You'll have the opportunity to work with a team of industry experts on exciting projects that transform businesses and create significant value. Join us to revolutionise the way companies leverage technology for digital transformation.

OnebyZero is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.