Support Specialist Tier 2

Empresa: The Workshop
Provincia: Málaga
Población: Málaga
Descripción: Your mission

You will work closely in tandem with first and second tier support teams, and other IT functions such as infrastructure, networks, telecoms, enterprise applications, and software development. As a member of the team, you are also expected to have a deeper understanding of the support process, and to assist other specialists as needed.

Given the highly visible nature of the support team within the organization, as a top technical unit you will be measured on your ability to accurately handle, log, and communicate issues as they arise in a timely manner, and to ensure mean time to resolution is kept to an
absolute minimum, while aiming to reduce escalations to Tier 3 support and other IT functions
whenever possible.
What you´ll do
– Provide comprehensive IT support for the efficient resolution of incidents and requests.
– Take ownership of top severity incidents and ensure that they are handled and followed
through to completion.
– Provide technical guidance and assistance to Tier 1/Tier 2 support in the effective resolution of lower priority incidents.
– Handle multiple incoming Events and Reports: acknowledge, interpret, prioritize, advise on investigation & resolution (or escalate where applicable), and notify.
– Work closely with the Problem Management function.
– Execute action items including continuous improvement and problem [+] Ampliar información

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