2nd Line Support Specialist; x10; Remote - Freelance

• Work setting: 100% remote from Europe (including non-EU countries & Turkiye)

The selected consultants will provide expert 2nd Level Support for:

• Business applications and tools supporting critical operational processes.
• Digital services supporting external users and customers.
• Incident Management related to business applications and associated tools.
• Customer case and incident management activities.
• Monitoring and resolution of workflow and process-related issues.
• Monitoring and resolution of application and service issues.
• Proactive communication with users whenever service issues are identified.

Candidates are expected to act as true 2nd Level Experts and perform activities such as:

• Incident analysis, categorisation and resolution.
• Closure and evaluation of incidents.
• Problem investigation and troubleshooting.
• Knowledge transfer and training activities.
• Creation and maintenance of support documentation.
• Testing activities and support process improvements.
• Collaboration with Product Teams, Project Teams and 3rd Level Support teams when required.
• User administration and configuration activities when needed.
• KPI reporting and operational reporting activities.
• Support for continuous service improvement initiatives and service governance activities.

Candidates should ideally have:

• Minimum 2 years of experience in Expert 2nd Level Support for complex business applications.
• Experience with ITSM environments.
• Service Now experience (strong advantage).
• Experience supporting web-based business applications.
• Ability to troubleshoot application issues across Windows environments.
• Understanding of networking concepts, firewalls and certificates.
• Ability to write basic SQL queries.
• Experience supporting mobile devices, particularly iPads.
• Experience working with Git and technical documentation.
• Experience working in Agile environments.
• Strong ownership mindset and proactive problem-solving attitude.
• Strong stakeholder management and communication skills.

• Fluent English (written and spoken) is mandatory.

The selected resources will be supporting a business-critical application landscape within a large international organisation. The environment includes a mixture of internally developed applications, customer-facing digital services, web platforms, workflow automation solutions and Service Management processes.

Candidates should therefore be comfortable working in complex enterprise environments and interacting with multiple technical and business stakeholders