The Senior Technical Support Specialist (Level 2) serves as an escalation point for complex technical issues unresolved by the Level 1 Help Desk. This role provides advanced troubleshooting and support across applications, desktop environments, and server systems.
This position supports operations leadership and collaborates with Level 2 support teams to provide technical guidance, resolve escalated issues, and ensure continuity of business operations.
In addition to issue resolution, this role contributes to the development and maintenance of internal documentation and knowledge base resources to improve support efficiency and service quality.
Responsibilities
- Serve as the primary escalation point for Level 1 Help Desk issues
- Diagnose and resolve complex technical problems across applications, desktops, and server environments
- Provide advanced troubleshooting for business applications, endpoint systems, and supporting infrastructure
- Perform root cause analysis and implement long-term solutions
- Support operations teams by resolving technical issues impacting business processes
- Provide guidance and technical consultation to Level 2 team members and help desk staff
- Act as a subject matter resource for escalated technical inquiries
- Collaborate with internal IT teams, vendors, and stakeholders to resolve issues efficiently
- Escalate and coordinate with engineering or infrastructure teams when necessary
- Create, update, and maintain technical documentation and runbooks
- Develop and enhance knowledge base articles for supported systems and processes
- Ensure documentation is explicit, accurate, and accessible to both technical and non-technical users
- Identify recurring issues and recommend improvements to systems, processes, or training
- Contribute to continuous improvement of support workflows and service delivery
Education Experience
- Experience: 3-5+ years of IT support experience, including 1-2+ years in a Level 2 or escalation role
📌 Senior - Technical support (Windows, macOS) Professional (Hyderabad)
🏢 HCA Healthcare UK
📍 Hyderabad
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.