Premium Tech Support Specialist | Incident Management & KB

Deloitte France; Tampa (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

Deloitte Global seeks a Technology Support Specialist to deliver premium level end-user support across email, phone, and chat, with urgency and accuracy. You will analyze and triage incidents, log them in our incident management system, and ensure timely resolution with clear customer communication.

You will collaborate with application development and infrastructure teams, document resolutions, maintain SLAs, and mentor junior analysts.

Qualifications

• Bachelor's degree in information technology, computer science, or related field.
• 2+ years of experience as a Technical Application Support Analyst.
• Must have excellent written and verbal communication skills.
• Experience with incident tracking systems such as ServiceNow.
• Experience with MS Office suite.
• Experience working with end users (clients) to resolve their support incidents.
• Ability to work flexible shifts to include late night shifts, holidays, and weekends.
• Experience working successfully with onshore and offshore teams.
• Experience with SharePoint for building/ maintaining knowledgebase entries.
• Ability to prioritize tasks and flexibility to work on multiple assignments.
• Excellent customer service and communication skills.

Responsibilities

• Provide premium-level technical application support via email, phone, and chat, to both internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system for incident management.
• Respond to end user support inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Collaborate with application development/infrastructure resources to resolve incidents/requests.
• Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
• Document resolutions and internal procedures and update knowledge articles.
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
• Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
• Provide after hours and on-call support as needed.

Skills

Excellent communication

Customer service mindset

Prioritization skills

Multitasking

Team collaboration

Flexible shifts

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

MS Office suite

SharePoint

Job description

Deloitte Global seeks a Technology Support Specialist to deliver premium level end-user support across email, phone, and chat, with urgency and accuracy. You will analyze and triage incidents, log them in our incident management system, and ensure timely resolution with clear customer communication.

You will collaborate with application development and infrastructure teams, document resolutions, maintain SLAs, and mentor junior analysts.