Job Summary: Technical support specialist responsible for managing the incident handling lifecycle, including incident receipt, analysis, documentation, and escalation. Key Highlights: 1. Manages the complete technical incident handling lifecycle. 2. Actively contributes to the .NET and Oracle knowledge base. 3. Performs initial case analysis to determine origin, impact, and urgency. **Description** Technical support specialist who manages the incident handling lifecycle, responsible for receiving and analyzing incidents, documenting solutions, escalating issues, and managing knowledge. **Position Responsibilities** * Incident and request handling: receives, logs, and organizes incidents and requests reported by users across the organization's various systems. Conducts initial case analysis to determine origin, impact, and urgency. * Documenting solutions for resolved cases and escalations. Once a case is resolved, clearly and systematically documents the identified problem, analysis performed, and solution applied. * Knowledge management: actively contributes to building and maintaining the team's knowledge base on .NET and Oracle development, recording recurring solutions, best practices, and lessons learned. **Experience:** **Experience:** Minimum 2 years of customer service experience focused on end-users of information systems, incident management systems, and their handling lifecycle, including dashboards and reporting tools. **Education:** Bachelor's degree or final-year university student in Engineering. **Technical Skills:** .NET, Oracle PL/SQL, including creation of stored procedures, functions, packages, and triggers according to system requirements. **Additional Notes:** On-call duties and maintenance windows
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
