ITSM Support Specialist (L1/L2)

APN Consulting has an immediate need for a direct client requirement:
Job Title: ITSM Support Specialist (L1/L2)
Remote
Contract – 6-12 Months
Experience: Minimum 2 -4 Years
Position: 2

Job Summary:

We are seeking a dedicated and experienced ITSM Support Specialist to join our offshore team. The ideal candidate will have a strong background in L1 and L2 support, with a proven track record of managing and resolving incidents and service requests efficiently. This role requires excellent problem-solving skills, a customer-centric attitude, and the ability to work in a fast-paced environment.

Key Responsibilities:

Incident Management:
Monitor and manage incoming incidents and service requests via ticketing systems, email, and phone.
Perform initial diagnosis and categorization of incidents.
Provide first-level (L1) support, aiming for first-call resolution whenever possible.
Escalate complex issues to the second-level (L2) support or relevant teams as necessary.

Service Request Fulfillment:
Process and fulfill service requests according to established procedures and SLAs.
Maintain and update request status and documentation in the ITSM tool.

Problem Management:
Identify recurring issues and work with L2 support to develop and implement solutions.
Participate in root cause analysis and preventive measures.

Knowledge Management:
Create and maintain knowledge base articles to improve the efficiency of support processes.
Share knowledge with team members and provide training on common issues.

Customer Interaction:
Communicate effectively with customers, keeping them informed of the status of their incidents and service requests.
Provide excellent customer service and maintain a high level of customer satisfaction.

Continuous Improvement:
Participate in continuous improvement initiatives to enhance the efficiency and effectiveness of IT support services.
Contribute to the development and implementation of ITSM processes and procedures.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2-4 years of experience in L1 and L2 support roles, preferably in an offshore environment.
• Strong understanding of ITIL principles and best practices.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Excellent troubleshooting and analytical skills.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Customer-focused with a strong commitment to service excellence.

Preferred Skills:

• ITIL Foundation certification.
• Experience in remote support and working across different time zones.
• Familiarity with network and server infrastructure.
• Basic scripting or programming knowledge.