Service Help Desk- Tier 2

Madre Integrated Engineering | Full time

• Handle complex and escalated incidents and service requests from Tier 1.
• Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
• Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
• Validate escalated tickets and ensure accurate documentation before closure.
• Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
• Maintain knowledge-base articles, known errors, and resolution procedures.
• Monitor incident trends, SLA performance, backlog, and recurring issues.
• Participate in problem management, major incident reviews, and continuous service improvement.

Requirements

• 5–10 years of experience in Service Desk, IT Support, or a related technical support role.
• Strong experience in incident, escalation, and service request management.
• Good knowledge of ITIL processes, SLA management, and ticketing systems.
• Strong troubleshooting and root-cause analysis skills.
• Experience coordinating with multiple IT teams and external vendors.
• Ability to prepare incident reports, service reports, and performance summaries.
• Strong communication, problem-solving, and customer-service skills.
• Experience mentoring or supporting Tier 1 Service Desk teams is preferred.