FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Mid-Level Support Analyst
Imediato Nexway. Handle and resolve second-level technical support tickets within defined SLAs .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in second-level technical support, focusing on incident resolution, IT service management best practices, and collaboration with infrastructure teams. Proficient in troubleshooting operating systems, networks, and user management within Windows environments.
Highest-signal resume keywords
Second-Level Technical SupportIT Service Management Best PracticesWindows EnvironmentsActive DirectoryTroubleshooting Hardware and Software Issues
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementRequest ManagementSLA ComplianceTicket TrackingAdvanced TroubleshootingWorkstation ConfigurationDevice ImagingRoot Cause AnalysisKnowledge Base Article CreationUser Management
Soft Skills
Technical AssistanceCollaborationDocumentation Skills
Industry Keywords
Information TechnologyInformation SystemsN2 SupportCorporate Productivity ToolsNetwork Infrastructure
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Handle and resolve second-level technical support tickets within defined SLAs
- Perform advanced troubleshooting of operating systems, applications, networks, and workstation infrastructure
- Apply ITSM best practices to incident, request, and problem management
- Identify recurring tickets and propose and implement permanent solutions in collaboration with the infrastructure team
- Escalate cases beyond the scope of N2 support to third-level support or subject-matter experts, providing documented diagnostics
- Maintain and expand the knowledge base by creating articles that reduce demand on N1 support
- Provide technical assistance and guidance to N1 analysts, increasing the first-level resolution rate
- Support the execution of planned changes and the deployment of new tools for users
- Perform workstation and device configuration, imaging, and preparation activities
Requirements
What you’ll need- Completed or ongoing higher education in Information Technology, Information Systems, or a related field
- At least 2 years of experience in second-level (N2) technical support, focusing on the analysis, diagnosis, and resolution of incidents and service requests
- Knowledge of IT service management best practices, incident and request management, SLA compliance, and ticket tracking
- Knowledge of Windows environments and corporate productivity tools
- Knowledge of computer networks, Active Directory, user management, permissions, and access control
- Experience identifying, analyzing, and resolving hardware and software issues, addressing root causes and preventing recurrence
- Ability to create knowledge base articles, document procedures, and contribute to reducing recurring tickets
Benefits
Comp & perks- Food Allowance
- Meal Allowance
- Health Insurance
- Dental Insurance
- Life Insurance
- Transportation Allowance
- Wellhub
- Pharmacy Discounts
- University Discounts
- Language Course Discounts
- Orienteme (Mental Health Program)
- Newborn Baby Kit
- Marriage Assistance