L2 Support Specialist
L2 Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description: Are you an experienced support professional with a passion for (technical) Application and System support and problemsolving We are looking for a driven Level 2 Support Specialist to strengthen our new team in Nov Zmky. As an L2 Support Specialist you are responsible for resolving incidents escalated from Level 1 (Service Desk). You work closely with the international Level 1 and Level 3 Teams (Application Managers and Business Analysts) to ensure that problems are resolved quickly and effectively.
Tasks and Responsibilities:
- Resolving incidents escalated from L1.
- Performing indepth troubleshooting and diagnostics.
- Conducting root cause analyses.
- Escalating to L3 if problems cannot be resolved.
- Managing tickets.
- Detailed documentation of issues.
Example Scenario: A user reports that they cannot access their core Lab application. The issue has been escalated from Level 1 support based on an initial troubleshooting analysis (such as checking login credentials and ensuring the server is operational). The L2 specialist performs a remote diagnostic to check the users environment reviews application logs and checks network connectivity. Based on the gathered information L2 implements the necessary fixes updates the incident ticket and confirms with the user that the issue is resolved.
Qualifications :
Requirements:
- Preferably a higher professional education program (Bakalr) in a relevant field.
- Preferably experience as an L2 Support Specialist or in a similar role.
- Knowledge of troubleshooting methodologies (5 Whys RCA PDCA etc.) and tools.
- Strong analytical and problemsolving skills.
- Good command of the English language both spoken and written.
- Strong communication skills empathetic and energetic.
- Entrepreneurial independent inventive and a healthy dose of courage.
- Certification in relevant IT support methodologies is a plus.
Additional Information :
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
