Advanced Software Support Professional

1 day ago

Karachi, Sindh, Pakistan beBeeTechnical Full time
Job Title:

Technical Support Specialist L2


Job Description:

We are seeking a highly skilled Technical Support Specialist to provide advanced technical support for software systems. The role involves addressing escalated issues, diagnosing complex problems, and collaborating with development teams to resolve bugs and implement improvements.

  1. Provide technical support for software systems, handling escalated issues from other teams.
  2. Diagnose and resolve complex software, database, and application issues.
  3. Work with development teams and product owners to identify, analyze, and resolve system bugs and implement enhancements.
  4. Expand product and technology expertise through continuous learning.
  5. Monitor system performance, identify bottlenecks, and take proactive measures to ensure uptime and reliability.
  6. Document troubleshooting steps and solutions for recurring issues to facilitate knowledge sharing with other teams.
  7. Manage complex technical incidents, ensuring timely resolution with minimal business impact.
  8. Handle multiple critical issues simultaneously, demonstrating strong multitasking skills.
  9. Participate in post-incident reviews to identify root causes and prevent future incidents.
  10. Respond promptly to incident alerts and support calls.
  11. Identify and coordinate with relevant teams for incident resolution.
  12. Maintain a good understanding of databases and assist in system upgrades, patches, and configurations.
  13. Understand APIs, log analysis tools, and related technologies.
  14. Collaborate with cross-functional teams to deliver efficient support and maintain high customer satisfaction.
  15. Ensure compliance with service level agreements (SLAs) for incident resolution and performance metrics.
  16. Communicate effectively, capturing and articulating technical and non-technical information clearly.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 2-3 years of experience in software or technical support, with at least 1 year in technical support specialist roles.
  • Strong understanding of enterprise software platforms.
  • Proficiency in troubleshooting software, databases, and applications.
  • Experience with ticketing systems, incident management, and monitoring tools.
  • Excellent communication skills and ability to handle multiple tasks under pressure.
  • Strong problem-solving skills with a customer-focused approach.
Benefits:
  • Competitive salary
  • Fuel Card
  • Health benefits
  • Professional development opportunities
  • Inclusive work culture

Our organization offers a collaborative and dynamic environment that fosters growth and development. We prioritize employee well-being and offer a range of benefits to support your overall health and happiness.

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