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Service Support L2 Analyst
Ball CorporationService Desk Level 2 Analyst providing advanced technical support for escalated incidents at Ball Corporation. Handling user requests and collaborating with IT teams in a large corporate environment.
About the role
Key responsibilities & impact- Provide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.
- Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.
- Act as an escalation point and support for Level 1, including knowledge sharing and guidance.
- Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.
- Collaborate with regional and global IT teams to resolve cross-functional issues.
- Contribute to problem management, root cause analysis, and service improvements.
- Create and maintain knowledge base articles to improve resolution quality and speed.
- Deliver professional, timely, and customer-focused support.
Requirements
What you’ll need- Education or work experience in IT (3+ years in Service Desk / End User Support, including Level 2 responsibilities).
- Good understanding of ITIL processes (ITIL certification preferred).
- Strong technical knowledge of end-user environments, including hardware, Windows OS, and network fundamentals (LAN/WAN).
- Experience with ticketing systems and remote support tools.
- Ability to communicate technical information clearly and professionally.
- Ability to handle confidential and sensitive information appropriately.
- Advanced English.
- Portuguese is a plus.
- NOC knowledge and Systems automatization.
Benefits
Comp & perks- This role will be eligible to participate in the annual incentive compensation plan.
- Comprehensive benefits structure.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Level 2 IT supporttroubleshootingtechnical issue resolutionticket managementproblem managementroot cause analysisknowledge base creationend-user supportWindows OSnetwork fundamentals
Soft Skills
communicationcustomer-focused supportcollaborationknowledge sharingprioritizationdocumentationprofessionalismconfidentialitysensitivity handlingguidance
Certifications
ITIL certification