Support Specialist
4 days ago
The LMS Support Specialist role at Plaza Premium Group is a critical position that requires technical expertise to ensure the smooth operation of our Business Systems in the Americas Region. As an advanced technical support specialist, you will be responsible for providing Level 2 Technical support for Business Systems, primarily the Lounge Management System (LMS). This includes troubleshooting and resolving system-related issues escalated from Level 1 support.
Key Responsibilities
- Provide Level 2 Technical support for Business Systems, focusing on LMS troubleshooting and issue resolution.
- Analyze, diagnose, and resolve technical problems related to Business Systems, primarily LMS.
- Monitor the performance and availability of the Business Systems, identify potential issues, and perform proactive maintenance.
- Collaborate with the Global LMS team, Business Analysts, and product managers to ensure seamless system performance and resolve technical challenges.
- Provide training and support to end-users and other IT professionals on the use and maintenance of Business Systems.
- Assist in training Level 1 support and provide guidance on LMS usage, troubleshooting, and best practices.
- Adhere to the Americas Regional Helpdesk best practices for incident management, change management, standard operating procedures, and policies.
Requirements
- University degree in Information Technology or Computer Science.
- A minimum of 3+ years of experience in application support.
- Familiarity with LMS, IT infrastructure, and basic networking principles.
- Working knowledge of Database servers, administration, and processes.
- Ability to collaborate effectively with various stakeholders, including the L1 support team, IT teams, and business users.
- Knowledge of ITIL or similar IT service management frameworks.
- Availability for after-hours and weekend project work as needed.
- Spanish, French, and/or Portuguese is an asset.
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