IT Support Specialist

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.