IT Second Level Support Senior Specialist (2023691)

Nahdi Medical Co.


Date: 7 hours ago
City: Jeddah
Contract type: Full time
Job Description

Provide advanced technical support and problem resolution for complex issues that are not resolved by the first line of support call center specialists.

Accountabilities

  • Investigate and resolve complex technical issues escalated from Level 1 support to ensure they are resolved within the set SLAs.
  • Develop deep technical expertise in specific applications, technologies and systems to be able to resolve issues rising from them without the need to refer to the applications team to increase their efficiency and focus.
  • Collaboration with Level 1 Support, through updating level 1 support with tickets resolution status and steps followed through working closely with Level 1 support to provide guidance on complex issues.
  • Support processes improvements to enhance efficiency and effectiveness through working aside to department head, and continuously ensuring moderating between rising issues from level 1 support and finding root cause solutions with the applications department to end them.
  • Participate in IT projects testing and piloting phase, bringing technical expertise and insights.
  • Handle vendor Coordination and liaise with external and internal third level of support for advanced support and problem resolution.
  • Generate reports on incident trends and root cause analyses to reduce repeated issue and contribute to and maintain an advanced internal knowledge base for IT support team reference.
  • Collaborate with the applications department team for cases that need further escalation or support to get things resolved on time.
  • Train and share technical knowledge and experience with level one support team to build their acumen on frequent tickets and issues.

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

Work Environment

  • Indoors: 100%
  • Outdoors: 0%
  • Working Days: 5 Working Days
  • Days off: 2 Days Off
  • Working Hours: 9:00 AM – 6:00 PM (1 hour break)

Job Requirement

Education

  • BSc in IT preferably in Computer Science

Experience & Skills

  • 3+ years of Experience in IT support, with a focus on retail systems.
  • Working knowledge of best practices in information technology management.
  • Experience in project management methodologies.
  • ITIL and service management background.
  • Preferred to have advanced certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or similar. SQL skills, DBA skills.

Languages

  • English
  • Arabic

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Regional Commercial Manager - Beauty - Jeddah, KSA

Chalhoub Group, Jeddah
2 days ago
INSPIRE | EXHILARATE | DELIGHTFor over seven decades, Chalhoub Group has been a partner and creator of luxury experiences in the Middle East. In its pursuit to excel as a hybrid luxury retailer, the Group has curated a portfolio of over 10 owned brands and strengthened its distribution and marketing expertise for over 400 international names across luxury fashion, beauty,...

Truck & Bus Electrician

Haji Husein Alireza & Co., Jeddah
3 days ago
Job Requirements Job Summary: To be able to make quality repair. To be able to make diagnosis of electrical faults and know the correct repair methods. Duties and Responsibilities: To carry out inspection / diagnosis for quick and efficient repairs. Achieve the high standards required. Work with a good degree of self-esteem and be able to manage single-handed. Clean work...

BOTTEGA VENETA Client Advisor Jeddah

Bottega Veneta, Jeddah
6 days ago
SummaryInspiring individuality with innovative craft since 1966, creativity lies at the heart of Bottega Veneta. Born in Vicenza, the house is rooted in Italian culture yet maintains a global outlook. An inclusive brand with exclusive products, Bottega Veneta is as much a feeling as it is an aesthetic.Job DescriptionJob Family Group Description - Sales / Omni-Channel:Combines all positions within the...