Tier 2/3 Support Specialist
Job Summary
Providing advanced technical support remotely, the Tier 2/3 Support Specialist will troubleshoot complex incidents across enterprise applications, infrastructure, and networks while maintaining ITSM documentation and contributing to service improvements.
Key responsibilities
- Deliver Tier 2/3 support for incidents and service requests, ensuring timely resolution and documentation through the Government-approved ITSM process
- Diagnose and resolve technical issues related to applications, infrastructure, networks, and integrations, coordinating escalations as needed
- Maintain accurate ServiceNow ticket records and prepare operational-support documentation and monthly reporting inputs
Required qualifications
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related technical field, or equivalent experience
- Minimum of 3 years of relevant professional experience in Tier 2/3 technical support or a closely related function
- Experience with IT service management processes, including incident management and change management
- Hands-on experience using ServiceNow or a comparable ITSM/ticketing platform
- Working knowledge of enterprise infrastructure, networking, and application integrations
Complete Job Description
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