Vertical Solutions Support – 2nd Line IT Specialist

About the role

The Vertical Solutions Support role provides second‑line assistance to end users, ensuring applications and solutions are maintained, upgraded, and performing optimally. You will work closely with customers, product vendors, and internal teams to resolve incidents and improve system reliability.

Key responsibilities

• Deliver 2nd‑level application support and restore normal service operation quickly.
• Coordinate tasks with customers, team members, and product vendors to meet service‑level agreements.
• Document and maintain a knowledge database to share expertise across the team.
• Analyze business needs, design solutions, and recommend system improvements.
• Maintain logs of software issues and communicate progress to the service‑desk team.
• Provide user training and advice on business applications.
• Identify, track, and resolve system deficiencies, including patch management.
• Participate in information‑security activities and comply with relevant policies.

Required profile

• Strong analytical and problem‑solving abilities with the capacity to explain technical concepts in non‑technical terms.
• Excellent communication skills, both verbal and written, for interaction with customers and vendors.
• Ability to work independently and as part of a team, with a customer‑centric mindset.
• Availability to respond to incidents 24x7 and attend on‑site when required.

Required skills

• SCADA systems
• Operational Technologies
• System Development Lifecycle (SDLC) knowledge
• Agile, Waterfall, and V‑Model methodologies
• MCSD certification (or equivalent)