L2 Onsite Support Specialist - Education Technology

Overview

We are looking for an experienced Level 2 On-Site Support Specialist to provide expert technical assistance and operational support for Education Technology systems, with a primary focus on Student Information Systems (SIS). This role involves diagnosing complex problems, collaborating with multiple teams, and ensuring excellent service delivery to educational institutions.

Key Duties

• Deliver Level 2 support for SIS and related educational software tools.
• Perform thorough troubleshooting and resolve issues related to applications, databases, and systems.
• Conduct root cause analyses to prevent recurring problems.
• Collaborate with customers, users, functional teams, and software developers to address complex cases.
• Continuously monitor system performance to detect potential problems proactively.
• Execute SQL queries to validate data, support troubleshooting efforts, and create reports.
• Maintain support for system integration and data synchronization operations.
• Document incidents, resolutions, and contribute to knowledge base development.
• Manage support workflows using Jira, TFS, or other ticketing platforms.
• Escalate unresolved technical issues to developers with detailed analysis.
• Engage in software testing and quality validation tasks as needed.
• Provide hands-on user support and training onsite when required.
• Ensure compliance with support service level agreements and quality standards.

Qualifications

• Bachelor's degree in Computer Science, IT, Software Engineering, or a related discipline.
• 4 to 5 years of experience in Application Support, Software Support, or L2 Support roles.
• Demonstrated expertise supporting Student Information Systems.
• Experience within K-12 educational environments.
• In-depth knowledge of software application support practices and troubleshooting.
• Proficient in Microsoft SQL Server with strong SQL querying and database diagnostic skills.
• Familiarity with Jira, TFS, or equivalent ticket management systems.
• Excellent analytical, investigative, and problem-solving abilities.
• Strong focus on customer service and capacity to perform well under pressure.
• Fluent Arabic speaking and writing skills with very good proficiency in English.

Preferred Experience

• Understanding of application integrations, APIs, and cloud-based services.
• Exposure to Azure DevOps and contemporary support methodologies.
• Experience supporting large educational institutions.
• Knowledge of education business processes including student lifecycle and academic operations.
• Software development or coding skills helpful for troubleshooting and defect analysis.