BAU 2nd Line Support Engineer
Skills
Analytical SkillsBAUBusiness TransformationIT EscalationIT Service ManagementRoot CauseRoot Cause Analysis
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven 2nd line support experience in enterprise environments
- Strong troubleshooting skills across Microsoft stack
- Experience with service management tools such as ServiceNow or Jira
- Ability to manage workload independently in high-pressure environments
- Strong communication and stakeholder management
Nice to have
- Analytical
- Proactive
- Detail-oriented
- Collaborative
- Adaptable
Day to day
- Act as a technical escalation point for hub IT analysts and resolve complex support issues
- Diagnose and fix incidents across end-user devices identity and access and core business applications
- Manage ticket queues maintain SLA performance and support root cause analysis to improve service stability