Senior Service Desk Representative

For an L2 Service Desk Analyst who will perform .NET log analysis, troubleshooting, and SQL database investigation, I would look for a mix of application support, database, and incident management skills.

• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.
• - Monitor and support .NET applications
  - Analyze logs
  - Investigate production issues
  - Perform SQL troubleshooting
  - Handle incidents through ServiceNow
  - Work with development teams
  - Prepare RCA reports

Required Qualifications

• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
  
• Required Skills:
  - 2–5 years Application Support/L2 Support
  - .NET application support
  - Strong SQL querying
  - Log analysis
  - IIS and Windows Server knowledge
  - ServiceNow/Jira familiarity
  - APIs and integrations knowledge
• Preferred Skills:
  - Splunk/Kibana/App Insights
  - ITIL certification
  - Azure application support
  - PowerShell basics