Senior Remote Tier 2/3 IT Support Specialist

Ardent; Polska; Hybrid; PLN 90,000 - 130,000; Full time

Job summary

Ardent is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This remote role involves troubleshooting complex incidents, maintaining ITSM records, and contributing to root-cause analysis and service improvements.

The ideal candidate will have a Bachelor’s degree in IT/CS and at least 3 years of Tier 2/3 experience, with hands-on ServiceNow knowledge and strong communication

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field.
• Minimum 3 years of Tier 2/3 technical support experience.
• Experience diagnosing issues across applications, infrastructure, networks, and performance.
• Experience in ITSM processes: incident, service requests, escalation, change management.
• Hands-on experience with ServiceNow or similar ITSM platform.

Responsibilities

• Provide Tier 2/3 support for incidents and service requests via Government-approved ITSM process.
• Diagnose issues across application, infrastructure, network, access, integrations, and performance.
• Maintain complete ITSM ticket records from intake to closure with accurate documentation.
• Communicate status to users, owners, and leads; update knowledge bases and SOPs.
• Identify recurring issues and contribute to root-cause analysis and trend analysis.
• Support deployments, changes, maintenance, patching, testing, and rollback activities.
• Prepare monthly reporting inputs including ticket volumes, MTTA, MTTR, SLA performance.

Skills

Technical troubleshooting

Customer service

Communication

Root-cause analysis

Team collaboration

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Job description

Ardent is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. This remote role involves troubleshooting complex incidents, maintaining ITSM records, and contributing to root-cause analysis and service improvements.

The ideal candidate will have a Bachelor’s degree in IT/CS and at least 3 years of Tier 2/3 experience, with hands-on ServiceNow knowledge and strong communication