Tier 2/3 Support Specialist

ardentmc; Deutschland; Remote; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Ardent is seeking a Tier 2/3 Support Specialist to deliver advanced technical assistance across enterprise applications, infrastructure, networks, integrations, and hybrid environments. You will troubleshoot complex incidents, maintain accurate ITSM records, and contribute to improvements and reporting.

This remote role requires solid experience with ServiceNow, ITSM processes, and strong analytical communication skills to coordinate with users and technical teams while meeting service levels

Qualifikationen

• Bachelor's degree in IT, CS, IS or related field, or equivalent experience.
• Minimum 3 years of Tier 2/3 support or related experience.
• Experience diagnosing issues across applications, infrastructure, networks, and performance.
• Experience with ITSM processes: incident management, service requests, escalation, problem management, and change management.
• Hands-on experience with ServiceNow or a comparable ITSM platform.
• Working knowledge of enterprise infrastructure, networking, cloud/hybrid environments, and integrations.
• Experience supporting deployments, changes, patching, testing, and rollback.
• Ability to perform root-cause and trend analysis.
• Experience maintaining technical documentation and knowledge articles.
• Familiarity with SLA metrics and MTTA/MTTR

Aufgaben

• Provide Tier 2/3 support for incidents and service requests per ITSM process, within service levels.
• Diagnose issues across applications, infrastructure, networks, access, integrations, configurations, and performance; escalate when needed.
• Maintain complete Government ServiceNow ticket records from intake to closure with appropriate details.
• Communicate status to users, service owners, and leads; validate resolutions; develop/update knowledge articles and SOPs.
• Identify recurring incidents and contribute to root-cause analysis, problem management, and trend analysis.
• Support deployments, configuration changes, maintenance, patching, testing, and rollback per change-control procedures.
• Prepare complete, traceable operational-support documentation and monthly reporting inputs (MTTA, MTTR, SLA).

Kenntnisse

Tier 2/3 support

ITSM processes

Incident management

Documentation

Analytical thinking

Communication

Ausbildung

Bachelor's degree in IT/CS/IS or equivalent

Tools

ServiceNow

Jobbeschreibung

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, escalating, 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.