Qualifications- Has at least 2-3 years experience as L2 Support.
Previous experience in a technical support role is a plus.
- Knowledge and experience with
IT service management tools and ticketing systems (e.g., ServiceNow, Jira, Azure DevOps) a plus
. Knowledgeable in Azure Synapse/Azure Data Factory
Position Overview:
Level 2 Support Specialist is the escalation point for Level 1 Support and mainly responsible for troubleshooting, diagnosing, and fixing issues with collaboration with Client. The ideal candidate should possess excellent communication abilities, strong problem-solving skills, and a customer-focused mindset.
Key Responsibilities:
Serve as escalation point for Level 1 support tickets
Handle more advanced inquiries and issues beyond the scope of L1 support
Perform detailed analysis of execution logs, error messages, and other information related to issues encountered
Develop and test resolution to issues in Development environment and create Method of Procedure or MOP for future troubleshooting
Conduct analysis of recurring issues and identify patterns to improve resolution processes and prevent future occurrences
Coordinate with Level 1 support for requests in extracting OM task run, error logs, and other information required for issue investigation/resolution
Can provide knowledge transfers of identified recurring issues and its troubleshooting (with detailed Method of Procedure or MOP) to L1 Support
Manage and resolve escalated tickets within defined service level agreements (SLAs) and ensure that all issues are documented in a timely manner
Maintain and update technical documentation, including knowledge base documents and standard operating procedures
Support to projects related to deployments and other IT initiatives as needed
Collaboration with Service Delivery Manager, Project Manager, Client, and/or third-party vendors in the performance of work, as needed
Job Type: Full-time
Pay: Up to Php25,
- 00 per month
Benefits: - Health insurance
Opportunities for promotion
- Promotion to permanent employee
Schedule:
Shift systemSupplemental Pay:
13th month salary
