Tier II Technical Support Specialist at Accelo enhancing customer experiences through expert - level technical support and problem - solving in professional services management.
About the role
- Level 1 Support Analyst at Sigga Technologies providing IT customer service and support. Involving ticket triage, classification, and mentoring junior analysts in triage best practices.
Responsibilities
- Responsible for the first line of support, focusing on ticket triage, classification, prioritization, and the quick resolution of common or documented issues using knowledge base articles and standard procedures.
- Ensure accurate information gathering for escalations to Level 2 when necessary.
- Manage triage for complex, high-impact tickets when required.
- Serve as a point of reference for Level 1 colleagues.
- Mentor Junior Analysts in triage best practices and knowledge base utilization.
- Lead initiatives to improve triage efficiency and first-time resolution rates.
- Proactively identify ticket trends and recommend preventive measures.
- Act as a role model for process adherence and customer focus.
- Demonstrate leadership through mentoring and knowledge sharing.
- Take initiative to optimize triage processes.
- Maintain composure in high-pressure situations and escalations.
Requirements
- Minimum of four years of IT customer service experience
- Ongoing or completed an IT-related degree
- Familiarity with ITIL concepts and the incident lifecycle
- Completed an IT-related degree
- ITIL v3 or v4 Foundation certification
Benefits
- Meal voucher / food allowance
- Health insurance
- Dental plan
- Transportation allowance / parking discount
- Employee Assistance Program (Apoio Pass)
- Pharmacy discount program
- Gympass
- Life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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