Premium Tech Support Specialist — Incident Resolution

Deloitte France; Columbus (OH); On-site; USD 48,000 - 64,000; Full time

Job summary

Deloitte is seeking a Technology Support Specialist to deliver premium-level application support, respond quickly to end users, and triage incidents using standard incident management processes.

You will log, track, and resolve incidents, maintain SLAs, and collaborate with development/infrastructure teams. The role requires strong communication, flexibility for shift work, and mentoring junior analysts.

Qualifications

• Bachelor's degree in information technology, computer science, or related field.
• 2+ years of experience as a Technical Application Support Analyst.
• 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 including late nights, holidays, and weekends.
• Experience collaborating with onshore and offshore teams.
• Experience with SharePoint for building/maintaining knowledgebase entries.
• Ability to prioritize tasks and manage multiple assignments.
• Excellent customer service and communication skills.

Responsibilities

• Provide premium-level technical application support via email, phone, and chat to internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system.
• Respond to end user support inquiries with urgency; analyze or triage 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 and customers are informed.
• Collaborate with application development/infrastructure resources to resolve incidents/requests.
• Follow internal processes within the Product Support team, including ticket handling and management.
• Document resolutions and update knowledge articles.
• Create a positive customer support experience and build relationships through listening, problem solving, and timely escalation when needed.
• Mentor less experienced analysts to improve accuracy and efficiency.
• Provide after-hours and on-call support as needed.

Skills

Communication skills

Flexibility

Customer service

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

MS Office

SharePoint

Job description

Deloitte is seeking a Technology Support Specialist to deliver premium-level application support, respond quickly to end users, and triage incidents using standard incident management processes.

You will log, track, and resolve incidents, maintain SLAs, and collaborate with development/infrastructure teams. The role requires strong communication, flexibility for shift work, and mentoring junior analysts.