二级/三级支持专员
Tier 2/3 Support Specialist
Ardent正在寻找一名二级/三级支持专家加入我们的团队。
这是一个远程职位。
职位描述：
Ardent正在寻找一名二级/三级支持专家，为企业的应用程序、基础设施、网络、集成和混合环境提供高级技术支持。该专家将解决复杂的事件和服务请求，维护准确的ITSM文档，支持经批准的系统变更，并参与根本原因分析、服务改进和运营报告。
职责与任务：
- 通过政府批准的ITSM流程提供二级/三级支持，包括基于优先级的响应、确认、调查、恢复、升级和关闭，符合相关的服务级别要求。
- 诊断应用程序、基础设施、网络、访问、集成、配置、地理空间、主机接口和性能问题；在授权时恢复服务或协调及时升级至相关技术负责人。
- 维护完整的政府ServiceNow工单记录，从接收至关闭，包括分类、优先级、时间戳、排查步骤、沟通、证据、依赖关系、解决方案和关闭验证。
- 通过批准的渠道向用户、服务负责人和Team EZD负责人通报状态；验证解决方案；并编写或更新知识文章、标准操作流程和可重复使用的排查指南。
- 识别重复发生的事件和服务请求模式；参与根本原因分析、问题管理、趋势分析、纠正措施以及自动化检测或解决的机会。
- 支持经批准的部署、配置变更、维护、补丁、测试和回滚活动，同时保持职责分离并遵循政府变更控制流程。
- 准备完整的、可追溯的运营支持文档和月度报告输入，包括工单数量、MTTA、MTTR、首次接触和解决率、SLA表现、重复问题、升级趋势、根本原因和纠正措施状态。
- 要求：
- 信息技术、计算机科学、信息系统或相关技术领域的学士学位，或同等的教育、培训、认证和相关专业经验组合。
- 至少3年相关专业经验。
查看英文原文
Ardent is seeking a Tier 2/3 Support Specialist to join our team.
This is a remote position.
Position Description:
Ardent is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. The specialist will troubleshoot and resolve complex incidents and service requests, maintain accurate ITSM documentation, support approved system changes, and contribute to root-cause analysis, service improvement, and operational reporting.
Responsibilities and Duties:
- Provide Tier 2/3 support for incidents and service requests assigned through the Government-approved ITSM process, including priority-based response, acknowledgment, investigation, restoration, escalation, and closure within applicable service levels.
- Diagnose application, infrastructure, network, access, integration, configuration, geospatial, mainframe-interface, and performance issues; restore service when authorized or coordinate timely escalation to the responsible technical owner.
- Maintain complete and accurate Government ServiceNow ticket records from intake through closure, including categorization, priority, timestamps, troubleshooting steps, communications, evidence, dependencies, resolution, and closure validation.
- Communicate status to users, service owners, and Team EZD leads through approved channels; validate resolution; and develop or update knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
- Identify recurring incidents and service-request patterns; contribute to root-cause analysis, problem management, trend analysis, corrective actions, and opportunities for automated detection or resolution.
- Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities while maintaining separation of duties and following Government change-control procedures.
- Prepare complete, traceable operational-support documentation and monthly reporting inputs, including ticket volumes, MTTA, MTTR, first-contact and resolution rates, SLA performance, recurring issues, escalation trends, root causes, and corrective-action status.
Requirements:
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field, or an equivalent combination of education, training, certifications, and relevant professional experience.
- Minimum of 3 years of relevant professional experience providing Tier 2/3 technical support, application support, infrastructure support, systems support, or a closely related function.
- Experience diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.
- Experience working within formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.
- Hands-on experience using ServiceNow or a comparable enterprise ITSM/ticketing platform to document, track, escalate, and close incidents and service requests.
- Working knowledge of enterprise infrastructure, networking, authentication/access, cloud or hybrid environments, and application integrations.
- Experience supporting production deployments, configuration changes, patching, maintenance, testing, and rollback activities.
- Ability to perform technical troubleshooting, root-cause analysis, trend analysis, and recurring-issue identification.
- Experience developing and maintaining technical documentation, knowledge articles, standard operating procedures, and troubleshooting guidance.
- Familiarity with operational support metrics and SLAs, including MTTA, MTTR, ticket resolution rates, escalation trends, and service-level performance.
- Strong analytical, troubleshooting, communication, documentation, and customer-service skills, with the ability to coordinate effectively with users and technical teams.
Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process. We highly encourage all Veterans and those with disabilities to apply.
Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.
Originally posted on Himalayas