Collab and App Specialist

Years of Experience : 2 years of experience

Education Requirements : Bachelor’s degree in IT, Computer Science, or related discipline

Program Description : The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description : Supports the escalation of tickets from Tier 1 for advanced troubleshooting.  Analyze recurring issues to identify potential areas for improvement within systems or processes. Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.

Responsibilities :

• Serves as advanced technical support for an organization's software applications and collaboration platforms
• Serve as an escalation point for complex issues that Tier 1 support cannot resolve, requiring deeper knowledge of specific systems, software configurations, and user environments.

Requirements

Required Skills :

Preferred Skills

Soft Skills :

Benefits

SES provides a competitive salary and the following benefits :