Service Desk Support Specialist

Description

As a Service Desk Support Specialist, you will be the primary escalation point for Tier 2 technical and operational challenges, taking ownership of incidents that require advanced troubleshooting beyond the capabilities of Tier 1 support. Your day-to-day responsibilities will involve diagnosing and resolving intricate platform, database, and system interface issues, often requiring you to perform deep root-cause analysis and design strategic workarounds. You will utilize enterprise-grade monitoring and analysis platforms such as SQL, Splunk, Dynatrace, and CloudWatch to extract logs, query, and assess system performance during escalations. In this role, you will also manage the escalation pipeline, ensuring that complex technical findings are packaged and communicated effectively to Tier 3 engineering and development teams.

You will play a pivotal role in bridging the gap between front-line support and engineering, translating complicated technical resolutions into detailed knowledge articles and standard operating procedures for Tier 1 teams. Your expertise will be critical during high-priority system incidents, where you will provide real-time updates to client managers and stakeholders, articulating technical issues in clear business terms. Success in this position will be supported by your experience in enterprise service desk environments, particularly with high-priority Tier 2 or Tier 3 incidents, and your advanced proficiency in diagnosing system errors, database mismatches, API failures, and network latency issues. Your ability to coordinate high triage efforts, manage client expectations, and document complex solutions will ensure the stability and reliability of critical systems.

Duties

• Serve as the primary escalation point for complex Tier 2 technical and operational incidents, taking full ownership of resolution.
• Diagnose, troubleshoot, and resolve multi-layered platform, database, and system interface issues that cannot be addressed at Tier 1.
• Perform advanced root cause analysis on persistent or systemic issues, identifying underlying technical causes and documenting permanent resolutions or strategic workarounds.
• Utilize enterprise monitoring and analysis platforms (such as SQL, Splunk, Dynatrace, CloudWatch) to extract logs, query databases, and analyze system performance during escalations.
• Act as the critical liaison between front-line support and Tier 3 engineering/development teams, packaging complex technical findings into detailed escalations.
• Manage the escalation pipeline and direct the flow of Tier 2 assignments, ensuring timely and effective resolution of incidents.
• Translate complicated technical resolutions into detailed knowledge articles and standard operating procedures (SOPs) for Tier 1 teams.
• Provide clear, real-time updates to client managers and stakeholders during high-priority system incidents, translating complex technical issues into clear business terms.
• Coordinate high-pressure triage efforts and manage client expectations throughout the escalation process.
• Document complex technical solutions clearly for both technical and non-technical audiences.

Required Qualifications

• 2-5 years of industry experience in Incident Management and/or Problem Management.
• Bachelor's Degree in Business/Information Systems or a related field preferred, or equivalent relevant experience.
• Capable of supporting/working within an ITIL-structured environment, especially Problem Management.
• Strong analytical skills to lead the resolution process for complex problems requiring in-depth evaluation.
• Experience with fault and performance monitoring and reporting tools.
• Skilled in the implementation, integration, testing, and support of distributed applications.
• Oracle SQL (Intermediate), Splunk (Intermediate), Data Analysis & Interpretation (Intermediate), Service Desk (Intermediate), Salesforce Platform (Intermediate).

Preferred Qualifications

• ITIL Certification and/or Problem Management Certification.
• Demonstrated ability to quickly understand complex systems.
• Strong oral and written communication skills, including the ability to translate technical issues/concepts for non-technical staff.