Tier 2/3 Support Specialist
New
A
ArdentIT Services
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of 3 years
- Required Skills
- Change ManagementServiceNowNetworkingTechnical support
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent combination of education/experience).
- Minimum of 3 years of experience in Tier 2/3 technical support, application support, or infrastructure support.
- Proven experience diagnosing and resolving complex issues with applications, networks, and integrations.
- Experience working within formal IT service management (ITSM) processes.
- Hands-on experience using ServiceNow or a comparable enterprise ticketing platform.
- Working knowledge of enterprise infrastructure, authentication, and cloud/hybrid environments.
- Experience supporting production deployments, configuration changes, patching, and rollback activities.
- Strong root-cause analysis and troubleshooting skills.
- Ability to develop technical documentation and knowledge articles.
- Familiarity with operational support metrics such as MTTA, MTTR, and SLA performance.
Responsibilities
- Provide Tier 2/3 support for incidents and service requests per the Government-approved ITSM process.
- Diagnose and troubleshoot application, infrastructure, network, integration, and performance issues.
- Maintain complete and accurate Government ServiceNow ticket records from intake through closure.
- Communicate status updates to users and service owners and develop knowledge articles or SOPs.
- Identify patterns and contribute to root-cause analysis, problem management, and trend reporting.
- Support approved deployments, configuration changes, patching, and maintenance activities.
- Prepare operational-support documentation and report on metrics such as MTTA, MTTR, and SLA performance.
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