System Support Specialist II

{
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  "source_hash": "1d0d727431635643bd2f65b02c2abc1eb711eb48e631ada3afac7672e322300d",
  "last_changed_at": "2026-05-29T07:00:53.305Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Greenville, South Carolina",
    "city": "Greenville",
    "region": "SC",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.85
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-19T07:56:55.061Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Greenville, South Carolina",
      "city": "Greenville",
      "region": "SC",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.85
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": "hybrid",
  "salary_period": null,
  "workplace_type": "hybrid",
  "salary_currency": null
}

{}

{
  "lists": [
    {
      "text": "How will you drive value within the organization as a System Support Specialist II?",
      "content": "<div>\n<p><strong>Ticket Escalations&nbsp;</strong></p>\n\n<li>Identify&nbsp;and prioritize incidents requiring urgent attention.&nbsp;Identify&nbsp;Problems from incident commonalities.&nbsp;</li>\n<li>Resolve escalated single-user tickets.&nbsp;</li>\n<li>Create and&nbsp;maintain&nbsp;knowledge base articles for Tier 1 Service Desk personnel to increase first call resolution of tickets.&nbsp;</li>\n<li>Create and&nbsp;disseminate&nbsp;training materials to agents, leaders, and Learning &amp; Development for recurring user error incidents.&nbsp;</li>\n<li>Provide monthly reports on&nbsp;frequently&nbsp;reported single-user incidents,&nbsp;problems, and ticket-elimination projects to business leaders.&nbsp;</li>\n<li>Build business cases for product enhancement efforts to Tier 3 for automation or elimination of ticket drivers.&nbsp;</li>\n\n<p><strong>Major Incident Management&nbsp;</strong></p>\n\n<li>Communicate incident updates to affected stakeholders.&nbsp;</li>\n<li>Engage and coordinate communications with Tier 3 Support or the Vendor for resolution of the major incident.&nbsp;</li>\n<li>Document business impact, timeline, corrective action, follow-up tasks, and root cause of the major incident.&nbsp;Quantify incident impacts&nbsp;to&nbsp;the business.&nbsp;</li>\n<li>Provide monthly reports on system health to business leaders.&nbsp;&nbsp;</li>\n<li>Lead&nbsp;postmortem&nbsp;on GLS-initiated major incidents.&nbsp;&nbsp;</li>\n<li>Partner with Vendor for RCAs and future mitigation actions on Vendor-initiated major incidents.&nbsp;</li>\n<li>Manage process and technical follow-up tasks as Problems to prevent the major incident from recurring.&nbsp;</li>\n\n<p><strong>Problem Management&nbsp;</strong></p>\n\n<li>Coordinate Problem resolution with responsible engineering group.&nbsp;</li>\n<li>Document temporary workarounds&nbsp;for Tier 1 and Tier 2 Support.&nbsp;</li>\n<li>Provide status updates on Problem resolution to stakeholders.&nbsp;</li>\n\n<p><strong>Project Support&nbsp;</strong></p>\n\n<li>Be familiar with upcoming GLS releases of new functionality and impact&nbsp;to&nbsp;the business.&nbsp;</li>\n<li>Create Informational Notifications for GLS&nbsp;of&nbsp;planned Vendor releases.&nbsp;Track upcoming Vendor releases for new functionality and&nbsp;possible business&nbsp;impact.&nbsp;</li>\n<li>Validate upcoming changes to find issues before&nbsp;rollout&nbsp;to main user base.&nbsp;</li>\n<li>Participate in vendor evaluations and proof of concept for new projects or system replacements.&nbsp;</li>\n<li>Maintain the CMDB for the relevant business area (once&nbsp;established).&nbsp;</li>\n<li>Provide support for the ITSM solution.&nbsp;</li>\n<li>Perform other duties as assigned by members of&nbsp;management, and&nbsp;participate in or lead special projects as needed.&nbsp;</li>\n\n</div>"
    },
    {
      "text": "What should you already know to be successful as a System Support Specialist?",
      "content": "<div>\n\n<li>Minimum of bachelor’s degree required.&nbsp;</li>\n<li>Minimum&nbsp;of&nbsp;2&nbsp;years’ experience in an information technology role&nbsp;required.&nbsp;</li>\n<li>Intrinsically motivated with&nbsp;demonstrated&nbsp;ability to take initiative,&nbsp;identify&nbsp;needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.&nbsp;&nbsp;&nbsp;</li>\n<li>Excellent&nbsp;interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage&nbsp;highly sensitive&nbsp;and confidential information, and interact at all levels within the organization.&nbsp;</li>\n<li>Strong verbal&nbsp;and written communication skills.&nbsp;</li>\n<li>Team player that can adapt in a fast paced and changing environment.&nbsp;</li>\n<li>Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; Ability to quickly learn new computer applications as required.&nbsp;&nbsp;&nbsp;</li>\n<li>Excellent organizational skills with high attention to detail and&nbsp;demonstrated&nbsp;ability to effectively set and manage multiple conflicting priorities.&nbsp;</li>\n<li>Commitment to exemplifying the organizational core values and key competencies.&nbsp;</li>\n<li>Ability to think strategically and deliver tactically.&nbsp;&nbsp;</li>\n\n</div>"
    },
    {
      "text": "Employment Requirements:",
      "content": "\n<li>Must be able to work at a desk/in a seated position up to 100% of the workday.</li>\n<li>Must be able to constantly operate a computer and other standard office equipment.</li>\n<li>Must be able to talk and hear to exchange accurate information.</li>\n<li>Must have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading.</li>\n<li>This position is full-time.</li>\n<li>This position does not require travel.</li>\n"
    }
  ],
  "country": "US",
  "createdAt": 1776691745527,
  "updatedAt": null,
  "categories": {
    "team": "Information Technology",
    "location": "Greenville, South Carolina",
    "commitment": "Full-Time",
    "allLocations": [
      "Greenville, South Carolina"
    ]
  },
  "salaryRange": null,
  "workplaceType": "hybrid"
}