Support Specialist L1

Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.

What You'll Be Doing:

• Serve as the primary contact for end-users, providing end-to-end 

  communication.

• Receive and accurately record user requests for tracking purposes.

• Coordinate with other teams and resources as needed to fulfill requests.

• Keep users updated on ticket progress until resolution.

• Ensure that L1 runbooks and documentation are current and accessible.

• Initiate reviews with other operations subcompetency teams to ensure the validity and completeness of documentation.

• Resolve tickets within the L1 scope as outlined in the L1 runbook.

• Triage tickets that fall outside the L1 scope, directing them to the appropriate teams and maintaining user updates until resolution.

• Perform routine and documented changes in accordance with established procedures.

• Monitor system performance and pipeline operations, resolving interruptions.

• Alert higher-tier support when necessary.

• Lead, participate in, and comply with L1 governance and team tasks to maintain operational efficiency within the L1 subcompetency

What We're Looking For:

• Excellent English communication skills in both writing and speaking.

• Excellent interpersonal skills and presentation skills.

• Proficiency in PowerBI, Azure Engineering Stack, SQL, MS Access.

Missing one or two of these qualifications? We still want to hear from you! If you bring a positive mindset, we'll provide an environment where you feel valued and empowered to learn and grow.