Advanced Technical Support Professional

Key Position Overview

We are seeking an experienced L2 Technical Support Specialist to join our team remotely.

Main Responsibilities :

• Act as a vital link between frontline support (L1) and advanced technical teams (L3)
• Monitor system health, conduct routine checks, and proactively address issues
• Investigate and resolve complex incidents escalated from L1, perform root cause analysis, and ensure resolution within service level agreement guidelines
• Identify recurring problems and collaborate with development teams to implement lasting fixes and solutions for optimization
• Support change management by assisting in testing and deploying patches, validating functionality, and managing rollbacks when needed
• Maintain standard operating procedures, update knowledge bases, and track system performance trends
• Work closely with business users and technical teams, aligning on priorities and ensuring compliance with ITIL processes and audit requirements

Necessary Qualifications and Experience :

About This Role :

This is a fantastic opportunity for a skilled technical professional to take their career to the next level.

The ideal candidate will have excellent problem-solving skills, be able to work independently, and possess strong communication and teamwork skills.