Summary:

The purpose of this job is to use in-depth knowledge and experience to support the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.

Essential functions:

1. Help to develop and maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures and training for teams to address crisis management (e.g., service disruptions, outages).
2. Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed.
3. Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems.
4. Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 Teams.
5. Adhere to service level agreements (SLAs) with internal business partners and third parties.
6. Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams.

Competencies:

• 2+ years of experience in related field required
• Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations
• Excellent analytical skills to quickly identify complex cause and effect situations
• Ability to work in a fast-paced environment and manage multiple responsibilities simultaneously

Specialized Knowledge:

• Windows
• Microsoft Office
• SQL
• Microsoft .Net (Development Standards and Practices)
• SaaS Platforms
• ITSM
• ITIL
• SLA Management