Level 2 Support Analyst

The Level 2 Support Analyst is responsible for delivering advanced technical support to end-users, addressing escalated issues from Level 1 support, and ensuring the smooth operation of IT systems. The role involves monitoring system performance, performing daily checks, and being available to handle high-priority incidents (P1/P2) during on-call support. The ideal candidate should possess strong problem-solving skills, technical expertise in specific programming languages, and a proactive approach to maintaining system efficiency and reliability.

Key Responsibilities
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Provide advanced technical support for escalated issues from Level 1 support, ensuring timely resolution and adherence to service-level agreements (SLAs).
Monitor system performance and conduct daily checks to ensure the stability and reliability of IT systems.
Respond promptly to high-priority incidents (P1/P2), including participation in on-call rotations to address critical issues outside of business hours.
Troubleshoot and resolve technical issues related to applications, systems, and software.
Collaborate with cross-functional teams to analyze recurring problems, identify root causes, and implement long-term solutions.
Document processes, resolutions, and technical solutions to maintain a comprehensive knowledge base.
Assist in system upgrades, patches, and maintenance activities to ensure compatibility and security.
Provide guidance and mentorship to Level 1 support staff to enhance their technical capabilities.
Communicate effectively with stakeholders, including providing updates on issue status and resolution progress.

Required Skills and Experience
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Knowledge of ASP.Net, VB.Net, and Windows Forms.
Proficiency in JavaScript and familiarity with front-end debugging techniques.
Experience working with MS SQL Server, including tables, packages, and stored procedures.
Ability to analyze and troubleshoot complex technical issues.
Familiarity with incident management tools and processes & JIRA.
Excellent verbal and written communication skills for effective stakeholder management.
Ability to work independently and within a team under pressure.
Availability for on-call rotations and handling high-priority incidents.