Service Support Specialist II

*THIS ROLE IS FULLY OFFICE BASED*

The Service Support Specialist II is a mid-level professional responsible for advanced incident resolution, actively participating in problem management, and leading continuous improvement efforts within the Service Desk operation.

Key Responsibilities:

• Service Desk: Lead incident coordination for major or widespread service disruptions. Act as the primary liaison between end-users and specialized IT teams (Networking, Server, Platform).
• Incident Resolution: Own and resolve Tier 3 incidents that require specialized knowledge in areas such as virtualization client issues (e.g., Citrix), cloud platform access, or deep operating system analysis.
• Computer Break/Fix: Serve as the SME for hardware lifecycle management , defining and validating standard PC/laptop images, managing vendor relations for repairs, and ensuring asset disposal compliance.
• Monitoring & First Line of Support: Manage and tune proactive monitoring alerts for major IT solutions. Lead the initial triage and communication during high-severity incidents, ensuring timely stakeholder updates.
• Continuous Improvement: Lead Problem Management efforts for re...]]>