IT Second Level Support Senior Specialist (2023691)

Position Overview

We are seeking an experienced IT Second Level Support Senior Specialist to join our dynamic IT support team. In this critical role, you will provide advanced technical expertise to resolve complex issues escalated from Level 1 support, ensuring timely resolution in alignment with service level agreements (SLAs). Your deep technical knowledge will enable you to troubleshoot and resolve intricate problems efficiently, reducing dependency on external teams and enhancing overall operational efficiency. This position requires a proactive approach to problem-solving, strong collaboration with cross-functional teams, and a commitment to continuous process improvement.

Key Responsibilities

• Advanced Technical Support: Investigate and resolve complex technical issues escalated from Level 1 support, ensuring timely resolution within predefined SLAs. Develop and maintain deep technical expertise in specific applications, technologies, and systems to minimize escalations and improve efficiency.
• Collaboration and Knowledge Sharing: Work closely with Level 1 support teams to provide guidance on complex issues, update ticket resolution statuses, and share best practices. Train and mentor Level 1 support personnel to enhance their technical acumen and reduce recurring incidents.
• Process Improvement: Partner with the department head to identify recurring issues, analyze root causes, and implement sustainable solutions. Contribute to the development of an advanced internal knowledge base to streamline support operations and reduce resolution times.
• Project Participation: Participate in IT projects during testing and piloting phases, providing technical expertise and insights to ensure successful implementation and integration.
• Vendor and Third-Party Coordination: Liaise with external vendors and third-party support teams to resolve advanced technical issues and ensure seamless service delivery.
• Reporting and Analysis: Generate detailed reports on incident trends, root cause analyses, and recurring issues to support data-driven decision-making and continuous improvement initiatives.
• Cross-Functional Collaboration: Work alongside the applications department to escalate and resolve complex cases promptly, ensuring minimal disruption to business operations.

Work Environment

The role operates in a fully indoor setting with standard working hours from 9:00 AM to 6:00 PM, including a one-hour break. The position requires a five-day workweek with two designated days off. This role is ideal for professionals who thrive in a structured, collaborative environment and are committed to delivering high-quality technical support.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Education: A Bachelor’s degree in Information Technology, preferably in Computer Science or a related field.
• Experience: Minimum of three years in IT support, with a strong focus on retail systems and enterprise environments.
• Technical Proficiency: Working knowledge of best practices in IT management, project management methodologies, and ITIL service management frameworks. Preferred certifications include CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or equivalent. Proficiency in SQL and database administration (DBA) skills is a plus.
• Language Skills: Fluency in both English and Arabic is required to effectively communicate with diverse teams and stakeholders.

This role offers a unique opportunity to leverage your technical expertise, problem-solving skills, and leadership abilities to drive operational excellence and support business growth. If you are passionate about IT support and eager to make a meaningful impact, we encourage you to apply.