"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.
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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.
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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.
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Key Competencies
•    Problem-solving ability
•    Strong ownership
•    Analytical thinking
•    Mentoring and coaching skills
•    Attention to detail
•    Customer-first mindset
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