Technical Support Specialist for Global Applications
4 days ago
We are seeking a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support and services to employees working globally.
Your primary focus will be on resolving application-related incidents efficiently, ensuring high availability and reliability of critical applications. You will work closely with cross-functional teams to understand client needs, analyze issues, and implement effective solutions.
Key Responsibilities- Respond to and resolve application-related incidents within agreed Service Level Agreements (SLAs).
- Perform root cause analysis for recurring issues to prevent future incidents.
- Escalate complex issues to the development team or vendor support when necessary.
- Monitor application performance, logs, and system health using tools like Splunk, Dynatrace, or New Relic.
- Perform routine maintenance tasks such as database backups, log file management, and application patching.
- Assist end-users with application-related queries and provide training or documentation when needed.
- Gather and document user feedback to suggest improvements or enhancements to applications.
- Minimum of 3 years of experience in technical customer service or technical support on servers and software products.
- Experience with design and engineering software solutions, as well as deploying software updates across a network using PowerShell.
- Strong listening skills with the ability to accurately understand and address client inquiries.
- Ability to work independently and collaboratively within a team and across departments.
- Excellent written and verbal communication skills in English, capable of conveying technical concepts to non-technical audiences.
- Proven knowledge of Entra ID.
- Experience with ITIL and ITSM tooling (like TOPdesk or ServiceNow) and working with software licenses and license servers.
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