Senior IT Second Level Support Specialist

About the role

The Senior IT Second Level Support Specialist provides advanced technical assistance for complex issues that cannot be resolved by first‑line support. This role ensures timely resolution, contributes to knowledge sharing, and supports continuous improvement of support processes.

Key responsibilities

• Investigate and resolve complex technical issues escalated from Level 1 support within defined SLAs.
• Develop deep expertise in specific applications, technologies, and systems to resolve issues without external escalation.
• Collaborate with Level 1 teams by updating ticket status, providing guidance, and sharing troubleshooting steps.
• Identify root causes and work with the applications department to implement long‑term solutions.
• Participate in IT project testing and pilot phases, offering technical insights.
• Coordinate with vendors and third‑level support for advanced problem resolution.
• Generate incident trend reports and maintain an internal knowledge base.
• Train Level 1 support staff on frequent issues and best practices.

Required profile

• Minimum 3 years of IT support experience, preferably with retail systems.
• BSc in IT or Computer Science or equivalent.
• Strong understanding of IT service management and best practices.
• Experience with project management methodologies and ITIL processes.
• Ability to work independently and communicate technical information clearly.

Required skills

• SQL
• Database administration (DBA)
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified Solutions Expert (MCSE)
• ITIL