2nd Line Support Specialist (x10) - 100% Remote - Freelance

ConSol Partners; Turkey; On-site; TRY 2,917,000 - 4,375,000; Full time

Job summary

ConSol Partners seeks experienced 2nd Level Support specialists to deliver expert handling of business applications and digital services. You will manage incidents, perform problem investigations and coordinate with Product and Project teams across a large enterprise.

Requirements include 2+ years in complex application support, ITSM familiarity, ServiceNow experience, and fluent English. This is a fully remote role spanning Europe and Turkiye, with a customer-facing, proactive support mindset.

Qualifications

• Minimum 2 years of experience in Expert 2nd Level Support for complex business applications.
• Experience with ITSM environments.
• Fluent English both written and spoken.

Responsibilities

• Incident analysis, categorisation and resolution.
• Closure and evaluation of incidents.
• Problem investigation and troubleshooting.
• Knowledge transfer and training activities.
• Creation and maintenance of support documentation.
• Testing activities and process improvements.
• Collaboration with Product/Project teams and 3rd Level Support.

Skills

ITSM

ServiceNow

Windows

SQL

Networking

Git

Agile

Fluent English

Tools

ServiceNow

Git

Job description

• Work setting: 100% remote from Europe (including non-EU countries & Turkiye)

Functional Scope

The selected consultants will provide expert 2nd Level Support for:

• Business applications and tools supporting critical operational processes.
• Digital services supporting external users and customers.
• Incident Management related to business applications and associated tools.
• Customer case and incident management activities.
• Monitoring and resolution of workflow and process-related issues.
• Monitoring and resolution of application and service issues.
• Proactive communication with users whenever service issues are identified.

Candidates are expected to act as true 2nd Level Experts and perform activities such as:

• Incident analysis, categorisation and resolution.
• Closure and evaluation of incidents.
• Problem investigation and troubleshooting.
• Knowledge transfer and training activities.
• Creation and maintenance of support documentation.
• Testing activities and support process improvements.
• Collaboration with Product Teams, Project Teams and 3rd Level Support teams when required.
• User administration and configuration activities when needed.
• KPI reporting and operational reporting activities.
• Support for continuous service improvement initiatives and service governance activities.

Mandatory Technical Requirements

Candidates should ideally have:

• Minimum 2 years of experience in Expert 2nd Level Support for complex business applications.
• Experience with ITSM environments.
• ServiceNow experience (strong advantage).
• Experience supporting web-based business applications.
• Ability to troubleshoot application issues across Windows environments.
• Understanding of networking concepts, firewalls and certificates.
• Ability to write basic SQL queries.
• Experience supporting mobile devices, particularly iPads.
• Experience working with Git and technical documentation.
• Experience working in Agile environments.
• Strong ownership mindset and proactive problem-solving attitude.
• Strong stakeholder management and communication skills.

Language Requirements

• Fluent English (written and spoken) is mandatory.

Additional Information

The selected resources will be supporting a business-critical application landscape within a large international organisation. The environment includes a mixture of internally developed applications, customer-facing digital services, web platforms, workflow automation solutions and Service Management processes.

Candidates should therefore be comfortable working in complex enterprise environments and interacting with multiple technical and business stakeholders