IT Second Level Support Senior Specialist (2023691)

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.