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
Bachelor's degree in computer science, Information Technology, or related field
Writes advanced SQL including optimization
Any ETL tool i.e. Informatica, Talend, SSIS
Knowledgeable in Big Data/Data Warehouse on Cloud (Azure/AWS)
Proficient in developing data pipelines
Knowledgeable in Azure Synapse/Azure Data Factory
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.
Attention to detail, organized, and can work well with a team
Strong problem-solving skills and the ability to troubleshoot technical issues
Customer-focused attitude
Excellent communication skills
Job Type: Full-time
Pay: Up to Php25,
- 00 per month
Schedule: - 8 hour shift
Day shift
Supplemental Pay:
Education:
Experience:
- L2 Support: 2 years (Required)
ServiceNow: 1 year (Preferred) Azure Dev ops: 1 year (Preferred)
