Technology Services Specialist

About the role

The Technology Services Specialist (TSS) delivers high‑quality technical support and operational execution within an assigned ETG tower. Acting as a self‑starter, the TSS resolves incidents, implements changes, and drives continuous improvement to keep the organization’s technology services running smoothly.

Key responsibilities

• Provide second‑level IT support, diagnose and troubleshoot incidents, and fulfill service requests for business users.
• Perform User Acceptance Testing (UAT) and post‑implementation validation for changes within the specialization track.
• Deliver 24/7 on‑call support for critical systems according to the rotation schedule.
• Conduct Root Cause Analysis (RCA) on recurring issues and implement permanent resolutions.
• Identify systemic failure patterns, document known errors, and contribute to the Problem Management register.
• Execute change tasks, conduct pre‑ and post‑implementation testing, and ensure zero unplanned disruption.
• Propose infrastructure improvement opportunities and document troubleshooting solutions.

Required profile

• Self‑motivated professional who can work independently without constant supervision.
• Strong analytical mindset with a focus on preventing future incidents.
• Commitment to continuous learning through certifications and on‑the‑job experience.

Required skills

• Incident Management
• Problem Management
• Change Management
• Root Cause Analysis (RCA)
• User Acceptance Testing (UAT)