"Key Responsibilities 1. Advanced Technical Support • Provide expert-level assistance to L1 analysts when issues exceed standard troubleshooting procedures. • Perform initial triage, validate incident categories, and ensure accurate prioritization. • Escalate incidents to L2/L3 as needed with complete diagnostic details. 2. Knowledge Management • Develop and maintain updated knowledge articles and troubleshooting guides. • Identify gaps in existing documentation and create new SOPs, FAQs, and workflows. • Train L1 analysts on new processes, tools, applications, and common issues. 3. Incident & SLA Management • Monitor incident queues to ensure SLA compliance and timely resolution. • Assist in reducing backlog and improving first-contact resolution (FCR). • Perform root-cause identification for recurring issues and recommend fixes. 4. Quality Assurance & Coaching • Review ticket quality, resolution notes, and process adherence for the L1 team. • Provide feedback, mentoring, and support to improve team performance. • Conduct refresher training sessions and onboarding for new hires. 5. Collaboration & Stakeholder Coordination • Partner with L2/L3 teams to understand updated procedures and new platform changes. • Work with service owners, product teams, and client stakeholders to gather updates. • Communicate major incidents, outages, and workarounds to the L1 support team. 6. Reporting & Analysis • Track common incident patterns and share insights with leadership. • Provide weekly/monthly performance feedback to leads/managers. • Recommend process improvements to enhance efficiency and user satisfaction. ________________________________________ Required Qualifications • 2–4 years of experience in technical support, service desk, or IT helpdesk roles. • Strong understanding of ITSM processes (Incident, Request, Problem Management). • Familiarity with ITSM tools like ServiceNow, Remedy, Jira Service Desk, etc. • Basic knowledge of troubleshooting Windows, networking, applications, VPN, and hardware. • Excellent communication and customer-service skills. ________________________________________ Preferred Qualifications • Experience mentoring or acting as a point-of-escalation for L1 teams. • Certifications such as ITIL Foundation, CompTIA A+, Network+, etc. • Ability to read logs, perform deeper diagnostics, and document solutions effectively. • Exposure to cloud systems (Azure/AWS), enterprise applications, and SSO technologies. ________________________________________ Key Competencies • Problem-solving ability • Strong ownership • Analytical thinking • Mentoring and coaching skills • Attention to detail • Customer-first mindset ________________________________________"