Rapid Support Specialist

About the role

The Rapid Support Specialist provides fast, efficient, SLA‑compliant incident response. You will triage alerts, troubleshoot across applications, servers, networks and databases, and ensure service continuity for critical systems.

Key responsibilities

• Rapidly triage incoming alerts, assess severity and determine escalation paths.
• Deliver SLA‑compliant incident response to minimize downtime.
• Troubleshoot system, application, network, database and infrastructure issues.
• Perform root cause analysis and implement corrective actions to prevent recurrence.
• Apply temporary workarounds when needed to maintain service continuity.
• Coordinate with vendors and external partners to accelerate problem resolution.
• Document incidents, troubleshooting steps, timelines and resolutions.
• Maintain and contribute to an internal knowledge base for future incident handling.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field.
• 2–4 years of experience in IT support, systems troubleshooting, incident response or infrastructure operations.
• CompTIA A+ certification (required).

Required skills

• MS Cluster configuration and management.
• Linux and Windows operating systems.
• OpenShift, Cisco ACI and F5 technologies.
• DCIM and NetEco systems.
• Database platforms: MS SQL, Oracle, DB2 LUW, DB2 MF, SAP HANA, MySQL.
• Strong troubleshooting, root‑cause analysis and incident documentation skills.