L2 Digital Specialist - IT

Location:

5301 Waterford District Dr, MIAMI, FL, 33126

Job Title:

L2 Digital Specialist Department:
Information Technology

Reports To:

Director of IT Status:
Full-Time, Exempt Date: 10/10/2025

Provide advanced technical support for digital platforms, applications, and services. Serve as an escalation point from L1 support, troubleshoot complex technical issues, and work closely with development and infrastructure teams to ensure optimal performance and availability of digital systems. Maintain system documentation, perform routine maintenance, and contribute to continuous improvement initiatives.

• Provide Level 2 technical support for digital platforms, web applications, mobile apps, and related digital services
• Diagnosing and resolving complex technical issues escalated from L1 support team within defined SLA parameters
• Perform root cause analysis on recurring incidents and implement preventive measures
• Monitor digital platform performance and proactively identify potential issues
• Perform routine maintenance tasks including updates, patches, and configuration changes
• Manage user access, permissions, and authentication for digital systems
• Maintain documentation of system configurations, processes, and troubleshooting procedures
• Work with development teams to reproduce, document, and reproduce bugs or system defects
• Coordinate with infrastructure teams on server, network, and database-related issues
• Communicate technical information clearly to both technical and non-technical stakeholders
• Participate in incident management and change management processes following ITIL frameworks
• Contribute to knowledge base articles and internal documentation
• Mentor L1 support staff and shares technical expertise
• Stay current with emerging digital technologies and industry best practices

• Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience
• 3-5 years of experience in technical support or IT operations, with at least 1-2 years in a Level 2 capacity
• Relevant certifications preferred (ITIL Foundation, CompTIA A+, Microsoft Certified, or similar)
• Strong analytical and problem-solving abilities
• Excellent communication skills, both written and verbal
• Customer-service oriented mindset with ability to manage stakeholder expectations
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Team player with collaborative approach
• Detail-oriented with strong organizational skills
• Strong understanding of web technologies (HTTP, HTML, CSS, JavaScript)
• Experience with content management systems (CMS) and digital experience platforms
• Familiarity with database concepts and basic SQL queries
• Knowledge of API integrations and web services (REST, SOAP)
• Experience with ticketing systems (Service Now, Jira, Zendesk, or similar)
• Proficiency in troubleshooting web browsers and browser developer tools
• Experience with monitoring and logging tools (Splunk, ELK, Application Insights, etc.)
• Basic scripting skills (Power Shell, Python, or Bash)
• Familiarity with cloud platforms (Azure, AWS, or GCP)
• Understanding of authentication protocols (SSO, SAML, OAuth)
• Knowledge of mobile platforms (iOS, Android) and responsive design principles

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit for extended periods of time. This position is performed within an office environment whose duties are primarily performed behind a desk.

Employees in this position frequently operate a computer, read and write, file and interact with others in person, over the phone, and via other devices. They move about within the office to access file cabinets, documents, office machinery, and other equipment. They may also have to do some light lifting of supplies and materials from time to time. Occasionally move objects weighing up to 20 lbs.,

and sometimes, but rarely, up to 50 lbs.

We are an equal opportunity employer committed to building a diverse team and fostering an inclusive environment where employees feel empowered to bring their authentic selves to work. We welcome applications from all qualified candidates regardless of race, color,…