APN Consulting has an immediate need for a direct client requirement:
Job Title: ITSM Support Specialist (L1/L2)
Remote
Contract – 6-12 Months
Experience: Minimum 2 -4 Years
Position: 2
Job Summary:
We are seeking a dedicated and experienced ITSM Support Specialist to join our offshore team. The ideal candidate will have a strong background in L1 and L2 support, with a proven track record of managing and resolving incidents and service requests efficiently. This role requires excellent problem-solving skills, a customer-centric attitude, and the ability to work in a fast-paced environment.
Key Responsibilities:
Incident Management:
Monitor and manage incoming incidents and service requests via ticketing systems, email, and phone.
Perform initial diagnosis and categorization of incidents.
Provide first-level (L1) support, aiming for first-call resolution whenever possible.
Escalate complex issues to the second-level (L2) support or relevant teams as necessary.
Service Request Fulfillment:
Process and fulfill service requests according to established procedures and SLAs.
Maintain and update request status and documentation in the ITSM tool.
Problem Management:
Identify recurring issues and work with L2 support to develop and implement solutions.
Participate in root cause analysis and preventive measures.
Knowledge Management:
Create and maintain knowledge base articles to improve the efficiency of support processes.
Share knowledge with team members and provide training on common issues.
Customer Interaction:
Communicate effectively with customers, keeping them informed of the status of their incidents and service requests.
Provide excellent customer service and maintain a high level of customer satisfaction.
Continuous Improvement:
Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of IT support services.
Contribute to the development and implementation of ITSM processes and procedures.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 2-4 years of experience in L1 and L2 support roles, preferably in an offshore environment.
- Strong understanding of ITIL principles and best practices.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
- Excellent troubleshooting and analytical skills.
- Strong communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Customer-focused with a strong commitment to service excellence.
Preferred Skills:
- ITIL Foundation certification.
- Experience in remote support and working across different time zones.
- Familiarity with network and server infrastructure.
- Basic scripting or programming knowledge.
