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