Second Level Technical Support Specialist

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Our client is a premier software development firm specializing in the delivery of large-scale ICT projects tailored for the public sector. The company was founded with a mission to transform public services through the strategic implementation of cutting-edge technology. With deep expertise in government environments, they deliver solutions that drive efficiency, transparency, and enhanced citizen engagement. Their core services include custom software development, ICT project management, system integration, cybersecurity, cloud solutions, and data analytics, all designed to meet the complex needs of public sector organizations.

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 English.

Nice-to-Have Skills

• 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.

Upon further discussion with our client.