For an L2 Service Desk Analyst who will perform .NET log analysis, troubleshooting, and SQL database investigation, I would look for a mix of application support, database, and incident management skills.
Responsibilities
• Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
• Provides technical support to address more complex / difficult service issues.
• Performs technical analysis of specific incidents and service requests, including check of ticket history.
• Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer workplace.
• When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
• Gathers recurring / systemic failure information and develops reports for management.
• Provides hardware and software training and advice for less experienced team members.
• - Monitor and support .NET applications
- Analyze logs
- Investigate production issues
- Perform SQL troubleshooting
- Handle incidents through ServiceNow
- Work with development teams
- Prepare RCA reports
Qualifications
Required Qualifications
• Education or equivalent work experience required.
• Minimum of 4-6 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
• Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.
• Required Skills:
- 2–5 years Application Support/L2 Support
- .NET application support
- Strong SQL querying
- Log analysis
- IIS and Windows Server knowledge
- ServiceNow/Jira familiarity
- APIs and integrations knowledge
• Preferred Skills:
- Splunk/Kibana/App Insights
- ITIL certification
- Azure application support
- PowerShell basics