IT Support – Online II Level Specialist

Job Title: IT Support – Online II Level Specialist

Department: IT Support

Band: B1 - Specialist

Reporting To: Team Leader

Role Summary:

The IT Support – II Level Specialist role is responsible for providing advanced technical support to ensure the stability and efficiency of Sisal systems/apps, with a focus on Portal and Apps knowledge, SQL troubleshooting, and log analysis. Leveraging technical expertise and problem-solving skills, the IT Support – II Level Specialist optimizes IT processes and addresses business needs arising from portal tickets.

Main Responsibilities:

The IT Support – II Level Specialist is responsible for providing technical support for all ticket escalated from Technical Support. IT Support – II Level Specialist must be able to independently assess a reported problem or failure using diagnostic methods and tools, determine the likely cause and take appropriate action to resolve the problem in a timely manner. The IT Support – II Level Specialist should solve the ticket independently, in the case of a bug, he/she should work with the Development Team to report and resolve the issue within the specified deadlines. The IT Support Specialist II Level reports to the Team Leader who has overall responsibility for their area.

Specific education, certifications, and relevant work experience required.

Bachelor’s degree on Engineering /Informatic. Basic knowledge of Portal And Apps.

Basic knowledge of networking, firewalls, ability to analyze logs, troubleshooting and server monitoring tools.

Basic knowledge on SQL administration.

Previous experience in Level II support of at least 1 Year.

Additional skills or experience that would be beneficial, but aren’t strictly necessary.

You are proficient in English, both spoken and written.

Basic knowledge on Italian Language.

Certifications such as CompTIA A+, Network+, Linux+, or Microsoft Certified: Azure Fundamentals are advantageous.