Service Desk Technician Level 2 Support

Intelligent Digital Technologies
Job Address
Application Deadline
Yerevan, Armenia
- Technical Expertise: Demonstrate a deep understanding of our software products, their configurations, and the underlying technologies to provide comprehensive support to customers - Issue Resolution: Investigate and resolve complex software-related issues escalated from Level 1 support, including software errors, database problems, and integration challenges - Troubleshooting: Conduct thorough analysis and troubleshooting to diagnose issues, identifying root causes and implementing effective solutions - Escalation Management: Coordinate with the development teams when necessary to escalate and track issues requiring specialized expertise or code-level resolution - Documentation: Ensure accurate and detailed documentation of support interactions, including steps taken, solutions provided, and troubleshooting methods used - Customer Communication: Interact with customers professionally and empathetically, keeping them informed about the status of their escalated issues and providing regular updates until resolution - Continuous Improvement: Identify recurring issues and contribute to the development of knowledge base articles, troubleshooting guides, and best practices to improve overall support efficiency - Testing and Validation: Assist quality assurance teams in testing and validating software updates, patches, and bug fixes before they are released to customers - Training and Mentorship: Provide guidance and mentorship to Level 1 support technicians, assisting them in improving their technical skills and knowledge - Process Improvement: Suggest process improvements and participate in cross-functional initiatives to enhance the overall support experience for our customers
Required Qualifications
- Proven experience in a technical support role, with a focus on software application support and troubleshooting - Strong knowledge of software technologies, database management, and web-based applications - Experience with programming languages (C# and TSQL), debugging tools, and code analysis is a plus - Familiarity with software development methodologies and the software development life cycle - Exceptional problem-solving and analytical skills, with the ability to think critically and approach issues methodically - Excellent communication skills, both written and verbal, to effectively convey technical information to both technical and non-technical audiences - Ability to work independently and collaboratively in a team environment, effectively managing multiple tasks and priorities - Customer-centric mindset, with a passion for providing top-notch customer service - A degree in computer science, information technology, or a related field is preferred but not mandatory
Application Procedures
Please submit your CV/Resume in English to: Please mention in your application that you have learned about this position from