Senior Service Desk Representative

For an L2 Service Desk Analyst who will perform .NET log analysis, troubleshooting, and SQL database investigation, I would look for a mix of application support, database, and incident management skills.

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.
• - Monitor and support .NET applications
  • Analyze logs
  • Investigate production issues
  • Perform SQL troubleshooting
  • Handle incidents through ServiceNow
  • Work with development teams
  • Prepare RCA reports

  Required Qualifications

  • Education or equivalent work experience required.
  • Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
  • Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

• Required

  Skills

  • 2–5 years Application Support/L2 Support
  • .NET application support
  • Strong SQL querying
  • Log analysis
  • IIS and Windows Server knowledge
  • ServiceNow/Jira familiarity
  • APIs and integrations knowledge
  • Preferred

  Skills

  • Splunk/Kibana/App Insights
  • ITIL certification
  • Azure application support
  • PowerShell basics