Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.
Accountabilities
Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set SLAs.
Develop deep technical expertise in specific applications, technologies and systems to be able to resolve issues rising from them without the need to refer to the applications team to increase their efficiency and focus.
Collaboration with Level 1 Support, through updating level 1 support with tickets resolution status and steps followed through working closely with Level 1 support to provide guidance on complex issues.
Support processes improvements to enhance efficiency and effectiveness through working aside to department head, and continuously ensuring moderating between rising issues from level 1 support and finding root cause solutions with the applications department to end them.
Participate in IT projects testing and piloting phase, bringing technical expertise and insights.
Handle vendor Coordination and liaise with external and internal third level of support for advanced support and problem resolution.
Generate reports on incident trends and root cause analyses to reduce repeated issue and contribute to and maintain an advanced internal knowledge base for IT support team reference.
Collaborate with the applications department team for cases that need further escalation or support to get things resolved on time.
Train and share technical knowledge and experience with level one support team to build their acumen on frequent tickets and issues.
Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.
Work Environment
Indoors : 100%
Outdoors : 0%
Working Days : 5 Working Days
Days off : 2 Days Off
Working Hours : 9:00 AM – 6:00 PM (1 hour break)
Job Requirement
Education |
|
Experience & Skills |
|
Languages |
|