Job Summary: We are seeking an experienced Technical Support Analyst (Tier 2) to join our support team and handle escalated technical issues, provide mentorship to Tier 1 analysts, and actively contribute to system optimization and knowledge sharing. This role requires deep troubleshooting expertise, cross-functional collaboration, and a proactive approach to continuous improvement. The ideal candidate is technically proficient, customer-focused, and solution-driven.
Key Responsibilities: - Advanced Troubleshooting: Resolve complex issues related to software, hardware, and network systems escalated from Tier 1 support.
- Mentoring & Coaching: Provide process and technical guidance to Tier 1 support analysts to improve team performance.
- Ticket Management: Manage and prioritize escalated tickets, ensuring resolution within SLA and maintaining user satisfaction
- Root Cause Analysis: Conduct in-depth analysis to identify systemic issues and implement long-term fixes.
- User Support & Training: Educate users on system functionalities, best practices, and self-service capabilities.
- Vendor Collaboration: Coordinate with third-party vendors to resolve issues and manage updates or patches.
- Knowledge Base Development: Create and maintain documentation of common issues and solutions for team reference.
- System Administration: Perform intermediate system administration tasks including access control, user provisioning, and updates.
- Reporting & Analytics: Analyze ticketing trends to identify patterns, gaps, and improvement opportunities.
Required Qualifications: - 3â€"5 years of experience in technical support or IT operations.
- Strong troubleshooting skills for software, hardware, and networking issues.
- Proven ability to work independently on escalated issues and perform root cause analysis.
- Strong communication skills with the ability to explain complex issues to both technical and non-technical users.
- Experience with ServiceNow or similar ITSM platforms.
- Familiarity with ITIL processes â€" Incident, Problem, Change, and Knowledge Management.
- Hands-on experience in scripting and automation for support tasks.
- Solid understanding of networking fundamentals.
- Basic knowledge of cloud platforms (Azure, AWS, or GCP).
Preferred Qualifications (if any): - Experience in coaching or mentoring junior support staff.
- Exposure to enterprise environments and supporting business-critical systems.
- Prior experience working in a fast-paced, customer-focused support team.
- Intermediate understanding of Azure services and resource management.
Certifications (if any): ITIL Foundation Certification (preferred)
Microsoft Certified: Azure Fundamentals (preferred)
Any relevant certifications in Networking or System Administration (e.g., CompTIA Network+, CCNA)
Education: Bachelors Degree