Technical Support Specialist L2

About the role

Intellias is seeking a Technical Support Specialist L2 to join its global Support Team. In this customer‑facing position you will ensure the reliability of technology solutions for Fortune‑500 clients across multiple industries, working in a 24/7 shift environment.

Key responsibilities

• Respond to customer incidents via established channels and provide first‑line resolution.
• Investigate, troubleshoot and resolve real‑time technical issues on Windows and Linux platforms.
• Escalate complex problems to engineering teams and coordinate with external vendors when needed.
• Track incidents through resolution, ensuring SLA compliance and documenting root‑cause analysis.
• Monitor enterprise systems, analyse incident trends and contribute to continuous service improvement.
• Maintain accurate support documentation and contribute to the knowledge base.

Required profile

• Minimum 1 year of experience in Technical, Application or IT Support.
• Customer‑oriented mindset with strong verbal and written communication skills.
• Ability to manage multiple support cases while meeting SLA requirements.
• Willingness to work in a 24/7 shift rotation and continuously learn new technologies.

Required skills

• Proficiency with Windows and/or Linux operating systems.
• Understanding of software applications, databases, networking fundamentals and cloud platforms.
• Basic knowledge of cloud security best practices.
• Experience with incident and problem management processes.
• Familiarity with ticketing tools such as Jira, ServiceNow or Zendesk.