Duties & Responsibilities

2nd Line support is the workgroup responsible for handling all requests (Incidents and Service Requests) which cannot be resolved or fulfilled by 1st Line support. 2nd Line support includes all activities for which more expert knowledge and expertise is needed.

Responsibilities include identifying and developing Incident solutions, implementing or overseeing the implementation of solutions, documenting activities and evaluating solutions or restoration/fulfillment activities with regards to their suitability as standard procedures.

Tasks

The following tasks are assigned to the role of 2nd Line support:

• Verifying information on Incidents and Service Requests gathered and documented by 1st Line support
• Verifying and if necessary adjusting classification made by 1st Line support
• Identify affected service components and develop solutions to Incidents which are out of scope for 1st Line support
• Implementing or overseeing implementation of Incident solutions/request fulfillment activities through 1st Line support
• Post-implementation review and quality assurance for all Incidents and Service Requests
• Creating/reviewing documentation for Incidents and Service Requests

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required

• In-depth knowledge of supported services including detail knowledge of functional and technical elements and dependencies
• Ability to work to tight deadlines and under pressure
• Meticulous and thorough approach towards working with attention to details
• Willingness and ability to create, maintain and update the necessary documentation
• Ability to multi-task and re-prioritize tasks at short notice, good self-organization skills

Assignment

The role of 2nd Line support should be assigned to a workgroup in accordance with the possibilities, limitations and requirements of each individual service organization. Within CERN IT some areas of 2nd Line support are currently also handled by external contractors.