2nd Level Support Specialists | Remote

We are looking for experienced 2nd Level Support Specialists to join a team supporting business-critical applications and digital services within a large international organisation.

The successful candidates will provide expert-level application support, incident resolution and troubleshooting across a complex enterprise environment, working closely with technical, product and project teams.

Key Responsibilities

• Provide expert 2nd Level Support for business-critical and customer-facing applications
• Analyse, categorise, troubleshoot and resolve incidents and service requests
• Investigate application issues and identify appropriate solutions or workarounds
• Monitor and resolve issues related to customer-specific workflows and digital services
• Manage incidents throughout their lifecycle, including evaluation and closure
• Proactively communicate with users regarding identified service issues
• Collaborate with Product, Project and 3rd Level Support teams when escalation is required
• Perform user administration and application configuration activities when needed
• Create and maintain technical and support documentation
• Participate in testing activities and support process improvements
• Contribute to knowledge transfer and training activities
• Support KPI and operational reporting
• Contribute to continuous service improvement and service governance initiatives

Required Skills & Experience

• Minimum 2 years of experience in 2nd Level Support for complex business applications
• Experience working within ITSM environments
• Experience supporting web-based business applications
• Strong troubleshooting skills in Windows environments
• Good understanding of networking concepts, firewalls and certificates
• Ability to write basic SQL queries
• Experience with ServiceNow is a strong advantage
• Experience supporting mobile devices, particularly iPads
• Familiarity with Git and technical documentation
• Experience working in Agile environments
• Strong analytical and problem-solving skills
• Proactive approach and strong sense of ownership
• Excellent communication and stakeholder management skills

Language Requirements

• Fluent English (written and spoken) – Mandatory
• Very good German or French – Strong advantage

What We’re Looking For

We are looking for professionals who are comfortable working in complex enterprise environments and supporting a combination of internally developed applications, web platforms, digital services, workflow solutions and Service Management processes.

You should be confident interacting with both technical and business stakeholders and be able to take ownership of incidents from initial investigation through to resolution.

Must have EU citizenship, permanent residency, or EU Blue Card OR be able to establish as a freelancer within the EU.

Interested?

If you have solid experience in 2nd Level Application Support and are interested in joining an international and technically challenging environment, we would be happy to hear from you.

Please apply with your updated CV, including your availability, location, language skills and notice period.