Handles escalated incidents from 1st Line Support.** **
Investigates issues and drives them to resolution using established methods.** **
Identifies root causes and proposes corrective and preventive actions for review.** **
Works with R&D teams to resolve product defects and recurring issues.** **
Analyses incident data and reports trends to internal teams.** **
Checks systems and processes and recommends adjustments that improve effectiveness.** **
Assesses new incidents and determines if they relate to known errors.** **
Explains technical procedures to colleagues and customers and escalates complex issues.** **
Solves problems using experience, available knowledge and guidance from senior colleagues.** **
Provides informal support and mentorship to less experienced professionals.

Experience in 2nd Line Support or related technical support roles.** **
Practical understanding of incident and problem management processes.** **
Ability to analyse issues and complete investigations within set frameworks.** **
Clear communication skills with internal and external stakeholders.** **
Ability to recommend improvements to processes and service performance.** **
Education and experience in a relevant technical field.** **
Knowledge and experience of SQL** **
ERP experience is preferred** **
API handling is preferred** **
AWS experience** **

Senior 2nd Line Customer Support

Key skills