Job Description
Key Responsibilities
1. Advanced Technical Support
• Provide expert-level assistance to L1 analysts when issues exceed standard troubleshooting procedures.
• Perform initial triage, validate incident categories, and ensure accurate prioritization.
• Escalate incidents to L2/L3 as needed with complete diagnostic details.
2. Knowledge Management
• Develop and maintain updated knowledge articles and troubleshooting guides.
• Identify gaps in existing documentation and create new SOPs, FAQs, and workflows.
• Train L1 analysts on new processes, tools, applications, and common issues.
3. Incident & SLA Management
• Monitor incident queues to ensure SLA compliance and timely resolution.
• Assist in reducing backlog and improving first-contact resolution (FCR).
• Perform root-cause identification for recurring issues and recommend fixes.
4. Quality Ass...
1. Advanced Technical Support
• Provide expert-level assistance to L1 analysts when issues exceed standard troubleshooting procedures.
• Perform initial triage, validate incident categories, and ensure accurate prioritization.
• Escalate incidents to L2/L3 as needed with complete diagnostic details.
2. Knowledge Management
• Develop and maintain updated knowledge articles and troubleshooting guides.
• Identify gaps in existing documentation and create new SOPs, FAQs, and workflows.
• Train L1 analysts on new processes, tools, applications, and common issues.
3. Incident & SLA Management
• Monitor incident queues to ensure SLA compliance and timely resolution.
• Assist in reducing backlog and improving first-contact resolution (FCR).
• Perform root-cause identification for recurring issues and recommend fixes.
4. Quality Ass...
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