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Level 2 Technical Support Representative
לא צויןלא צויןIT Support
Provide advanced technical support for complex information systems, investigate issues beyond first-line support, and collaborate with development and product teams.
תחומי אחריות
- Resolve complex information-system issues that cannot be handled by first-line support.
- Investigate root causes using data analysis, logs, and system configurations.
- Work with development and product teams to report bugs and investigate system issues.
- Provide professional guidance to support representatives.
- Document solutions and workflows in the organizational knowledge base.
- Write system guides, process documents, and basic specifications when needed.
- Identify systemic issues and raise opportunities for product improvement.
דרישות
- A degree in Information Systems, Industrial Engineering and Management, or a related technical field, or previous experience in technical support for information systems.
- Strong analytical and problem-solving skills.
- Ability to understand complex system processes.
- Strong written communication skills.
- Ability to work independently and learn complex systems quickly.
יתרון
- Experience with SaaS or enterprise systems.
- Experience with SQL or data analysis.
- Experience with APIs or system integrations.
- Experience with ticketing or service-management systems such as JIRA or CRM platforms.
- Experience writing system guides or technical documentation.