Technical Support Specialist
4 days ago
Tier 2 Application Support Specialist
Location: Remote
Duration: 12 month contract
Experience Required: 6+ years
Role Purpose:
Key Responsibilities:
- Collaborate with development, infrastructure, and QA teams to troubleshoot bugs and implement solutions.
- Maintain accurate and detailed incident, problem, and change records using ITSM tools (e.g., ServiceNow, Jira).
- Assist in deployment and release activities, including post-release verification and issue tracking.
- Conduct root cause analysis and contribute to the development of knowledge base articles and FAQs.
- Provide on-call support as part of a scheduled rotation.
- Communicate effectively with stakeholders regarding incident status, resolution timelines, and service updates.
- **
Required Skills and Experience**:
- Minimum 6 years of experience in Application Support (Tier 2 or higher).
- Experience working with ticketing systems like Jira, ServiceNow, or Remedy.
- Proficiency in querying databases, writing scripts, and using monitoring tools (e.g., Splunk, AppDynamics, Dynatrace).
- Familiarity with ITIL framework and incident/problem/change management processes.
- Basic knowledge of DevOps practices and CI/CD pipelines is advantageous.
- Excellent communication and customer service skills.
- Ability to document procedures, technical notes, and root cause findings clearly and concisely.
Preferred Qualifications:
- Degree or Diploma in Computer Science, Information Systems, or a related field.
- ITIL Foundation certification (preferred).
- Exposure to cloud environments (AWS, Azure) is desirable.
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