L2 Digital Specialist - IT

Broad Responsibilities: Provide advanced technical support for digital platforms, applications, and services. Serve as an escalation point from L1 support, troubleshoot complex technical issues, and work closely with development and infrastructure teams to ensure optimal performance and availability of digital systems. Maintain system documentation, perform routine maintenance, and contribute to continuous improvement initiatives., Provide Level 2 technical support for digital platforms, web applications, mobile apps, and related digital services Diagnosing and resolving complex technical issues escalated from L1 support team within defined SLA parameters Perform root cause analysis on recurring incidents and implement preventive measures Monitor digital platform performance and proactively identify potential issues Perform routine maintenance tasks including updates, patches, and configuration changes Manage user access, permissions, and authentication for digital systems Maintain documentation of system configurations, processes, and troubleshooting procedures Work with development teams to reproduce, document, and escalate bugs or system defects Coordinate with infrastructure teams on server, network, and database-related issues Communicate technical information clearly to both technical and non-technical stakeholders Participate in incident management and change management processes following ITIL frameworks Contribute to knowledge base articles and internal documentation Mentor L1 support staff and shares technical expertise Stay current with emerging digital technologies and industry best practices

Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience 3-5 years of experience in technical support or IT operations, with at least 1-2 years in a Level 2 capacity Relevant certifications preferred (ITIL Foundation, CompTIA A+, Microsoft Certified, or similar) Strong analytical and problem-solving abilities Excellent communication skills, both written and verbal Customer-service oriented mindset with ability to manage stakeholder expectations Ability to work independently and manage multiple priorities in a fast-paced environment Team player with collaborative approach Detail-oriented with strong organizational skills Strong understanding of web technologies (HTTP, HTML, CSS, JavaScript) Experience with content management systems (CMS) and digital experience platforms Familiarity with database concepts and basic SQL queries Knowledge of API integrations and web services (REST, SOAP) Experience with ticketing systems (ServiceNow, Jira, Zendesk, or similar) Proficiency in troubleshooting web browsers and browser developer tools Experience with monitoring and logging tools (Splunk, ELK, Application Insights, etc.) Basic scripting skills (PowerShell, Python, or Bash) Familiarity with cloud platforms (Azure, AWS, or GCP) Understanding of authentication protocols (SSO, SAML, OAuth) Knowledge of mobile platforms (iOS, Android) and responsive design principles

We offer full-time eligible employees affordable medical insurance, dental and vision benefits, along with a variety of voluntary insurance options. Our benefits package includes company-sponsored life insurance, a free employee assistance program, competitive paid time off, company holidays, and a 401k retirement plan with company match. Plus, enjoy access to discount programs for travel and entertainment and a location meal program. In addition, this position is bonus eligible.