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Job Overview
Our Client is seeking a skilled and proactive Second Level Technical Support Specialist to join their growing support team. The successful candidate will take ownership of complex support tickets escalated from the first level, gaining in-depth knowledge of a wide range of internal applications. The role involves thorough investigation of reported issues through functional testing, system log analysis, and running SQL queries to identify root causes and apply or recommend solutions.
Key Responsibilities
- Investigate and resolve escalated support tickets related to multiple in-house and third-party applications.
- Gain and maintain a deep understanding of application functionality, workflows, and dependencies.
- Reproduce reported issues in controlled environments by executing functional tests and simulations.
- Analyze data using SQL queries to debug issues at the database level and verify data integrity.
- Collaborate with Development, QA, and DevOps teams for bug tracking, resolution, and deployment.
- Document troubleshooting steps, findings, and fixes for knowledge sharing and future reference.
- Support application upgrades, patching, and version tracking by validating stability post-deployment.
- Provide feedback to improve monitoring, logging, and diagnostic tooling.
Required Qualifications
- Proven experience in technical support, QA, or software troubleshooting roles (2+ years preferred).
- Strong SQL skills (read/write complex queries, joins, data validation).
- Familiarity with ticketing systems (e.g., Jira, Zendesk, ServiceNow).
- Experience testing web-based or desktop applications in a structured environment.
- Analytical mindset with excellent problem-solving abilities.
- Strong written and verbal communication skills in [language(s)].
Preferred Qualifications
- Exposure to scripting (e.g., PowerShell, Python, or Bash) is a plus.
- Experience with log analysis tools (e.g., Kibana, Splunk) and monitoring systems.
- Understanding of REST APIs and basic debugging of integration issues.
- Familiarity with Agile/Scrum environments.
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