وصف الوظيفة
Role Overview
IT Second Level Support Senior Specialist at Nahdi. This role provides advanced technical support and problem resolution for complex issues escalated from first-line support.
Role Purpose
Investigate, diagnose and resolve complex technical issues beyond first-line capability, develop deep technical expertise across key systems and applications, and drive continuous improvement in IT support quality and efficiency.
Key Responsibilities
Issue Resolution & Escalation Management
- Investigate and resolve complex technical issues escalated from Level 1 support within set SLAs.
- Handle vendor coordination and liaise with external and internal third-level support for advanced problem resolution.
- Collaborate with the applications department for cases requiring further escalation to ensure timely resolution.
Technical Expertise & Knowledge Development
- Develop deep technical expertise in specific applications, technologies and systems to resolve issues without referring to the applications team.
- Generate reports on incident trends and root cause analyses to reduce repeated issues.
- Maintain an advanced internal knowledge base for IT support team reference.
- Train and share technical knowledge and experience with Level 1 support team to build their capability on frequent tickets and issues.
Process Improvement & Cross-functional Collaboration
- Support process improvements to enhance efficiency and effectiveness by working with the department head.
- Moderate between rising issues from Level 1 support and the applications department to identify and implement root cause solutions.
- Collaborate with Level 1 Support through updating ticket resolution status and steps followed, providing guidance on complex issues.
Project & Vendor Support
- Participate in IT projects testing and piloting phase, bringing technical expertise and insights.
- Perform additional duties as assigned.
Qualifications & Experience
- BSc in IT, preferably in Computer Science.
- 3+ years of experience in IT support with a focus on retail systems.
- Working knowledge of best practices in information technology management.
- Experience in project management methodologies.
- ITIL and service management background.
- Advanced certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Solutions Expert (MCSE), or similar (preferred).
- SQL skills and DBA skills (preferred).
Skills & Competencies
- Advanced technical troubleshooting and problem-solving.
- Vendor management and coordination.
- Knowledge base development and documentation.
- Training and mentoring capability.
- English and Arabic language proficiency.
Additional Information
- Work environment: 100% indoors.
- Working days: 5 days per week with 2 days off.
- Working hours: 9:00 AM – 6:00 PM with 1 hour break.
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