Second Line Support Agent

We are looking for a Second Line Support Agent to join our client’s IT support team. In this role, you will handle escalated incidents and service requests that cannot be resolved by the first line due to knowledge or access limitations. You will take ownership of major incidents, provide guidance and support to first line agents, and ensure all incidents are fully resolved and documented. You may also step in as a first line agent when needed.

Key Responsibilities

Incident Management

• Follow up on and resolve escalated incidents, including those related to O365 and Azure environments.

• Develop proposals to improve first line processes and efficiency.

• Create and maintain knowledge base articles to support first line teams.

Major Incident Management

• Take ownership of major incidents and coordinate the necessary expertise to restore services.

• Serve as the single point of contact for incident progress and updates.

• Develop action plans with subject matter experts and assign tasks to ensure timely resolution.

First Line Support (as needed)

• Handle incoming calls and emails via multiple ticketing systems.

• Create tickets, perform initial analysis, and resolve issues where possible.

• Escalate incidents when necessary to the appropriate second line or specialist teams.

Behavioral Competencies

• Innovative thinking and ability to propose creative solutions.

• Makes decisions under uncertainty and acts decisively to implement them.

• Builds trust and provides expert advice to colleagues and stakeholders.

• Demonstrates commitment, accountability, and responsibility for actions taken.

• Serves as a role model, supporting and mentoring colleagues in daily activities.

• Stays updated with the latest developments in the field to provide accurate and current guidance.

• Strong analytical and problem-solving skills.