Responsibilities:

Provide first-line and second-line technical support for IT products, resolving issues promptly to minimize business disruption.
Troubleshoot and resolve software bugs, system errors, and performance problems for internal users or customers.
Handle L2 support for multiple applications independently and collaboratively with the team.
Analyze issues, propose workarounds to maintain business continuity, and take swift action on critical problems.
Communicate with users to prioritize tickets and enhancements for application releases.
Prepare and deliver weekly and monthly incident reports to management.
Liaise with the development team for issue escalation and ensure permanent fixes are implemented.
Test new features and functionalities in applications before deployment.
Collaborate closely with story owners, business analysts, application architects, and deployment teams to support business needs.
Provide end-user training and develop supporting documentation.
Build effective working relationships within the wider IT community and with internal customers.
Adopt and promote Agile methodologies and practices within the team.

Required Experience and Skills:

Personal Skills:

Strong English communication and interpersonal skills, able to work effectively in an international environment.
Minimum 3 years experience as an L2 support engineer.
Self-motivated, driven, and keen to achieve professional success in a client-focused environment.
Eagerness to learn new technologies, processes, and functional areas.

Technical Skills:

Experience with MS SQL programming preferred.
Proficient in Visual Studio environments such as VS2017, VS2019, or VS Code.
Familiarity with source code management tools like TFS (Azure DevOps) and ServiceNow.
Knowledge of ASP.NET, ASP.NET Core, or C# is an advantage.
Basic understanding of HTML, JSON, and front-end MVC frameworks is a plus.

IT Support Specialist