Support Specialist L1

Tasks:

• 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

Requirements:

• Excellent English communication skills in both writing and speaking.

• Excellent interpersonal skills and presentation skills.

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