Coordinator Technical Support
Job Location:
Monthly Salary:
Posted on:
8 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
- Receive register and process incidents and service requests within the Production IT (PIT) environment
- Perform first-level analysis and classification of incidents affecting LOB applications and production systems
- Execute standard troubleshooting and resolution steps based on runbooks SOPs and knowledge base articles
- Ensure accurate ticket logging categorization prioritization and documentation in the IT Service Management (ITSM) system
- Provide initial resolution or apply approved workarounds to restore services as quickly as possible
- Escalate complex recurring or critical issues to L2/L3 support teams or responsible application/technical owners
- Monitor ticket progress and ensure compliance with defined Service Level Agreements (SLAs)
- Communicate incident status updates and resolutions to end users and production stakeholders
- Support root cause identification by documenting recurring issues and symptoms at L1 level
- Maintain and update knowledge base articles FAQs and standard operating procedures (SOPs)
- Contribute to continuous improvement of support processes and incident handling workflows
- Ensure professional structured and service-oriented communication especially during production incidents
#LI-PT1
Required Experience:
IC
About Company
Fuelled by two connected specialist teams, Marks and SGS, we empower acceleration on a global scale, bringing the world’s biggest brands to life.
