Tier 2 – Technical Support Specialist

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    "description": "<p><span style=\"font-size: 12pt; font-weight: bold\">Role Overview</span></p>\n<p><span style=\"font-size: 12pt\">The Tier 2 Technical Support Specialist provides in‑depth technical support for incidents and service requests escalated from Tier 1. This role requires strong analytical troubleshooting skills, the ability to resolve more complex system, network, and application issues, and a focus on root‑cause diagnosis and incident<br>reduction. Tier 2 serves as a key bridge between frontline support and expert‑level engineering.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 12pt\">Advanced Incident Resolution</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Resolve escalated incidents that exceed Tier 1 scope</span></li>\n<li><span style=\"font-size: 12pt\">Troubleshoot issues involving:</span>\n<ul>\n<li><span style=\"font-size: 12pt\">Operating systems, applications, and user environments</span></li>\n<li><span style=\"font-size: 12pt\">Network connectivity, VPN, and basic routing/switching</span></li>\n<li><span style=\"font-size: 12pt\">Servers, cloud services, and business‑critical systems</span></li>\n</ul>\n</li>\n<li><span style=\"font-size: 12pt\">Apply structured troubleshooting and diagnostic techniques</span></li>\n<li><span style=\"font-size: 12pt\">Escalate to Tier 3 when issues require engineering‑level expertise</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">Escalation &amp; Problem Management</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Serve as primary escalation point for Tier 1 technicians</span></li>\n<li><span style=\"font-size: 12pt\">Identify root causes of recurring incidents</span></li>\n<li><span style=\"font-size: 12pt\">Document patterns, resolutions, and preventive steps</span></li>\n<li><span style=\"font-size: 12pt\">Participate in post‑incident reviews and corrective actions</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">Documentation &amp; Knowledge Sharing</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Create and maintain Tier 2 knowledge base articles</span></li>\n<li><span style=\"font-size: 12pt\">Improve existing documentation to reduce repeat tickets</span></li>\n<li><span style=\"font-size: 12pt\">Ensure accurate, detailed ticket documentation</span></li>\n<li><span style=\"font-size: 12pt\">Share technical findings with Tier 1 and Tier 3 teams</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">Mentorship &amp; Collaboration</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Provide technical guidance and coaching to Tier 1 technicians</span></li>\n<li><span style=\"font-size: 12pt\">Collaborate with Tier 3 engineers, vendors, and project teams</span></li>\n<li><span style=\"font-size: 12pt\">Support transition of projects into steady‑state support</span></li>\n<li><span style=\"font-size: 12pt\">Participate in on‑call or after‑hours escalation rotations as required</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Key Result Areas (KRAs) &amp; Performance Measures</span></p>\n<p><span style=\"font-size: 12pt\">KRA 1: Escalation Resolution Effectiveness</span></p>\n<p><span style=\"font-size: 12pt\">Measures</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Resolution time for Tier 2 escalated tickets</span></li>\n<li><span style=\"font-size: 12pt\">Percentage of escalations resolved without Tier 3 involvement</span></li>\n<li><span style=\"font-size: 12pt\">Quality of root‑cause identification</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">KRA 2: Incident Reduction &amp; Stability</span></p>\n<p><span style=\"font-size: 12pt\">Measures</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Reduction in repeat or recurring incidents</span></li>\n<li><span style=\"font-size: 12pt\">Effectiveness of preventive fixes</span></li>\n<li><span style=\"font-size: 12pt\">Improved system or service reliability</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">KRA 3: SLA &amp; Process Compliance</span></p>\n<p><span style=\"font-size: 12pt\">Measures</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">SLA adherence on escalated incidents</span></li>\n<li><span style=\"font-size: 12pt\">Proper severity classification and escalation handling</span></li>\n<li><span style=\"font-size: 12pt\">Compliance with support and security policies</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">KRA 4: Documentation &amp; Knowledge Contribution</span></p>\n<p><span style=\"font-size: 12pt\">Measures</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Quality and usefulness of knowledge base articles</span></li>\n<li><span style=\"font-size: 12pt\">Accuracy and completeness of ticket documentation</span></li>\n<li><span style=\"font-size: 12pt\">Reduced Tier 1 escalations due to improved documentation</span></li>\n</ul>\n<p><span style=\"font-size: 12pt\">KRA 5: Team Support &amp; Mentorship</span></p>\n<p><span style=\"font-size: 12pt\">Measures</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Tier 1 feedback and support effectiveness</span></li>\n<li><span style=\"font-size: 12pt\">Quality of technical guidance provided</span></li>\n<li><span style=\"font-size: 12pt\">Contribution to team skill development</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Required Skills &amp; Qualifications</span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Required</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">3–5 years of IT support experience in a Service Desk or MSP environment</span></li>\n<li><span style=\"font-size: 12pt\">Strong troubleshooting skills across workstations, servers, applications, and networks</span></li>\n<li><span style=\"font-size: 12pt\">Experience working with ticketing systems and SLAs</span></li>\n<li><span style=\"font-size: 12pt\">Ability to communicate technical issues clearly to non‑technical users</span></li>\n<li><span style=\"font-size: 12pt\">Strong documentation and analytical problem‑solving skills</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Preferred</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Experience in an MSP or multi‑client environment</span></li>\n<li><span style=\"font-size: 12pt\">Familiarity with cloud platforms, security tools, and vendor support processes</span></li>\n<li><span style=\"font-size: 12pt\">Relevant technical certifications or equivalent hands‑on experience</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Career Progression</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">This role serves as the primary pipeline for Tier 3 – Senior Technical Engineer</span></li>\n<li><span style=\"font-size: 12pt\">Advancement is based on technical depth, root‑cause effectiveness, documentation quality, and mentorship impact</span></li>\n</ul>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Why This Role Matters</span></p>\n<p><span style=\"font-size: 12pt\">Tier 2 technicians significantly influence:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">SLA performance</span></li>\n<li><span style=\"font-size: 12pt\">Customer satisfaction</span></li>\n<li><span style=\"font-size: 12pt\">Reduction of reactive support</span></li>\n<li><span style=\"font-size: 12pt\">The efficiency of Tier 3 resources</span></li>\n</ul>",
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