Senior Level 2 Support Specialist @ Kantar

This role involves providing sophisticated technical support within a specific domain or technology area.

The domain specialist diagnoses and resolves sophisticated issues, collaborating with multi-functional teams. They apply expertise in their domain to ensure the stability and efficient performance of systems and applications. Responsibilities include solving, advancing and handling incidents, and contributing to knowledge sharing. The role is essential for resolving intricate technical problems, improving domain-specific knowledge, and delivering outstanding support, ultimately maintaining a high standard of reliability and performance within Kantar Profiles Technology.

Key Responsibilities

• Sophisticated Technical Support: Provide expert-level technical support within a specific domain or technology area, serving as the go-to for complex issues.

• Issue Diagnosis: Diagnose and solve advanced technical problems, identifying root causes and solutions efficiently.

• Issue Management: Act as a point of escalation for Level 1 support and collaborate with them to resolve sophisticated issues.

• Incident Management: Lead and prioritize incidents, ensuring timely resolution and alignment to service level agreements (SLAs).

• Domain Expertise: Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and standard methodologies.

• multi-functional Teamwork: Collaborate with developers, engineers, and other multi-functional teams to resolve issues and improve system performance.

• Knowledge Sharing: Chip in to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization.

• Performance Monitoring: Monitor systems and applications within the domain, proactively identifying potential issues and taking preventive actions.

• Continuous Improvement: Find opportunities for process improvement and suggest enhancements to prevent recurring incidents.

• Customer and User Interaction: Get along with end-users and customers, providing clear and effective communication throughout the support process.

• Documentation: Maintain comprehensive records of incidents, fix steps, and resolutions for future reference.

• Alignment to Policies: Ensure compliance with company policies, security standards, and protocols within the domain.

• Knowledge Transfer: Share domain-specific knowledge and insights with team members and Level 1 support.

• Training: Stay updated with relevant certifications and training to enhance expertise within the domain.

• Risk Assessment: Assess and communicate potential risks and vulnerabilities within the domain to relevant collaborators.

Knowledge, Skills & Experience

• Relevant certifications in the specific domain or technology area

• Relevant experience in technical support or IT operations.

• Proven expertise in the specific domain or technology area.

• Sophisticated technical proficiency and fix skills within the niche domain or technology.

• Familiarity with relevant tools, software, and systems.

• Knowledge of incident management and ticketing systems.

• Strong problem-solving and analytical abilities for diagnosing sophisticated issues.

• Effective communication and interpersonal skills for collaborating with multi-functional teams and customers.

• Adaptability to handle evolving technical challenges and domain-specific changes.

• Diligent with a commitment to maintaining high-quality support.

• In-depth knowledge and understanding of the specific domain or technology area.

• Ability to stay updated with emerging trends and protocols within the domain.

• Customer-centric approach, with a commitment to providing exceptional support and user experiences.

• Ability to handle and de-escalate sophisticated technical issues efficiently.

• Strong documentation skills for maintaining records of incidents, solutions, and knowledge sharing.

• A commitment to staying updated with relevant certifications, training, and industry developments.

• Understanding of compliance requirements and alignment to organisational policies and standards within the domain.