Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in hyderabad
>
Kantar
>
Senior Level 2 Support Specialist

Senior Level 2 Support Specialist

Kantar

3 - 6 years

3 - 7 Lacs

hyderabad bengaluru

Posted:2 weeks ago| Platform:

Apply

Skills Required

ticketing tools documentation technical support ticketing incident management networking it service desk problem management change management itil certified service desk itsm remote support desktop support troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview

This role involves providing sophisticated technical support within a specific domain or technology area.

The domain specialist diagnoses and resolves sophisticated issues, collaborating with multi-functional teams. They apply expertise in their domain to ensure the stability and efficient performance of systems and applications. Responsibilities include solving, advancing and handling incidents, and contributing to knowledge sharing. The role is essential for resolving intricate technical problems, improving domain-specific knowledge, and delivering outstanding support, ultimately maintaining a high standard of reliability and performance within Kantar Profiles Technology.

Key Responsibilities

Sophisticated Technical Support: Provide expert-level technical support within a specific domain or technology area, serving as the go-to for complex issues.

Issue Diagnosis: Diagnose and solve advanced technical problems, identifying root causes and solutions efficiently.

Issue Management: Act as a point of escalation for Level 1 support and collaborate with them to resolve sophisticated issues.

Incident Management: Lead and prioritize incidents, ensuring timely resolution and alignment to service level agreements (SLAs).

Domain Expertise: Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and standard methodologies.

multi-functional Teamwork: Collaborate with developers, engineers, and other multi-functional teams to resolve issues and improve system performance.

Knowledge Sharing: Chip in to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization.

Performance Monitoring: Monitor systems and applications within the domain, proactively identifying potential issues and taking preventive actions.

Continuous Improvement: Find opportunities for process improvement and suggest enhancements to prevent recurring incidents.

Customer and User Interaction: Get along with end-users and customers, providing clear and effective communication throughout the support process.

Documentation: Maintain comprehensive records of incidents, fix steps, and resolutions for future reference.

Alignment to Policies: Ensure compliance with company policies, security standards, and protocols within the domain.

Knowledge Transfer: Share domain-specific knowledge and insights with team members and Level 1 support.

Training: Stay updated with relevant certifications and training to enhance expertise within the domain.

Risk Assessment: Assess and communicate potential risks and vulnerabilities within the domain to relevant collaborators.

Knowledge, Skills & Experience

Relevant certifications in the specific domain or technology area

Relevant experience in technical support or IT operations.

Proven expertise in the specific domain or technology area.

Sophisticated technical proficiency and fix skills within the niche domain or technology.

Familiarity with relevant tools, software, and systems.

Knowledge of incident management and ticketing systems.

Strong problem-solving and analytical abilities for diagnosing sophisticated issues.

Effective communication and interpersonal skills for collaborating with multi-functional teams and customers.

Adaptability to handle evolving technical challenges and domain-specific changes.

Diligent with a commitment to maintaining high-quality support.

In-depth knowledge and understanding of the specific domain or technology area.

Ability to stay updated with emerging trends and protocols within the domain.

Customer-centric approach, with a commitment to providing exceptional support and user experiences.

Ability to handle and de-escalate sophisticated technical issues efficiently.

Strong documentation skills for maintaining records of incidents, solutions, and knowledge sharing.

A commitment to staying updated with relevant certifications, training, and industry developments.

Understanding of compliance requirements and alignment to organisational policies and standards within the domain.

More Jobs at Kantar

Executive , Field Management

Mumbai, Maharashtra, India

8 - 12 yrs

Salary: Not disclosed

Senior Dot Net Software Engineer

Bengaluru

5 - 10 yrs

INR 18 - 25 Lacs

CSR Associate

Gurugram, Haryana, India

Experience: Not specified

Salary: Not disclosed

Software Engineer

Bengaluru, Karnataka, India

Experience: Not specified

Salary: Not disclosed

Consultant-Product Development & Development-1

Bengaluru, Karnataka, India

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Kantar

Market Research

London São Paulo

Login to

Please Verify Your Phone or Email

Confirm Action

Senior Level 2 Support Specialist