Second-Level-Support (m/w/d)
Core
Providing advanced technical support for complex software and hardware issues escalated from first-level support.
Role type
Second-Level Support Specialist
Builds
Resolves escalated technical incidents and creates support documentation/training for first-level staff
Domain
IT Support / Enterprise IT
Deliverable
client delivery
Required skills
IT support experience, network knowledge, operating systems knowledge, application knowledge, troubleshooting, documentation, training
Preferred skills
Second-level support experience, analytical thinking, communication
Technologies
None explicitly stated
Responsibilities
Provide technical support for complex software and hardware problems, collaborate with other IT teams to find solutions for complex technical challenges, perform detailed fault diagnosis and analysis to solve technical problems, create support documentation and conduct training for first-level support, receive and analyze complex support requests escalated from first-level support
Seniority
Mid-level, hands-on IC