Ardent MC
Tier 2/3 Support Specialist
Remote. The employer does not say where candidates may be based.
Location not stated
Employer listed it yesterday · Added yesterday
First listed yesterday.
Salary
Not stated
Location
Location not stated
Timezone
Not stated
Contract
Full-time
Experience
Mid
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $80k–$140k a year, a typical range taken from 264 mid-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Undisclosed
The listing is advertised as remote but does not state which countries or regions candidates may work from.
Why this role is Undisclosed
We only label a role Work from anywhere, Region restricted or Work from home when the employer's own wording says so. We checked this advert under our current rules and found no country or region eligibility requirement in it. We don't guess, so it stays Undisclosed until the employer publishes enough location information. Here is exactly what the advert left out.
- Countries you can work from: Not stated. The advert only gives "Remote", which names no country you must live in.
- Whether the work is remote: Confirmed by the employer: "This is a remote position."
- Working hours: Not stated. No timezone overlap or set hours are mentioned, so assume nothing either way.
Worth a look all the same. Missing wording is usually a rushed job posting rather than a closed door, so ask where you can be based in your first message, before you write a tailored application.
What the employer says
- Source listing states candidate location: "Remote"
What Nomaders makes of it
- No residency or region requirement found in the job description
- Check with the employer before assuming you can work from abroad
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
Ardent is seeking a Tier 2/3 Support Specialist to join our team.
This is a remote position.
Position Description:
Ardent is seeking a Tier 2/3 Support Specialist to provide advanced technical support across enterprise applications, infrastructure, networks, integrations, and hybrid environments. The specialist will troubleshoot and resolve complex incidents and service requests, maintain accurate ITSM documentation, support approved system changes, and contribute to root-cause analysis, service improvement, and operational reporting.
Responsibilities and Duties:
Provide Tier 2/3 support for incidents and service requests assigned through the Government-approved ITSM process, including priority-based response, acknowledgment, investigation, restoration, escalation, and closure within applicable service levels.
Diagnose application, infrastructure, network, access, integration, configuration, geospatial, mainframe-interface, and performance issues; restore service when authorized or coordinate timely escalation to the responsible technical owner.
Maintain complete and accurate Government ServiceNow ticket records from intake through closure, including categorization, priority, timestamps, troubleshooting steps, communications, evidence, dependencies, resolution, and closure validation.
Communicate status to users, service owners, and Team EZD leads through approved channels; validate resolution; and develop or update knowledge articles, standard operating procedures, and reusable troubleshooting guidance.
Identify recurring incidents and service-request patterns; contribute to root-cause analysis, problem management, trend analysis, corrective actions, and opportunities for automated detection or resolution.
Support approved deployments, configuration changes, maintenance, patching, testing, and rollback activities while maintaining separation of duties and following Government change-control procedures.
Prepare complete, traceable operational-support documentation and monthly reporting inputs, including ticket volumes, MTTA, MTTR, first-contact and resolution rates, SLA performance, recurring issues, escalation trends, root causes, and corrective-action status.
Requirements:
Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field, or an equivalent combination of education, training, certifications, and relevant professional experience.
Minimum of 3 years of relevant professional experience providing Tier 2/3 technical support, application support, infrastructure support, systems support, or a closely related function.
Experience diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.
Experience working within formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.
Hands-on experience using ServiceNow or a comparable enterprise ITSM/ticketing platform to document, track, escalate, and close incidents and service requests.
Working knowledge of enterprise infrastructure, networking, authentication/access, cloud or hybrid environments, and application integrations.
Experience supporting production deployments, configuration changes, patching, maintenance, testing, and rollback activities.
Ability to perform technical troubleshooting, root-cause analysis, trend analysis, and recurring-issue identification.
Experience developing and maintaining technical documentation, knowledge articles, standard operating procedures, and troubleshooting guidance.
Familiarity with operational support metrics and SLAs, including MTTA, MTTR, ticket resolution rates, escalation trends, and service-level performance.
Strong analytical, troubleshooting, communication, documentation, and customer-service skills, with the ability to coordinate effectively with users and technical teams.
Requirements
- ·Minimum of 3 years of relevant professional experience providing Tier 2/3 technical support, application support, infrastructure support, systems support, or a closely related function.
- ·Experience diagnosing and resolving technical issues involving applications, infrastructure, networks, user access, integrations, configurations, and system performance.
- ·Experience working within formal IT service management processes, including incident management, service requests, escalation, problem management, and change management.
- ·Hands-on experience using ServiceNow or a comparable enterprise ITSM/ticketing platform to document, track, escalate, and close incidents and service requests.
- ·Working knowledge of enterprise infrastructure, networking, authentication/access, cloud or hybrid environments, and application integrations.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, undisclosed, matches where you plan to live and work.
- 2Tailor your CV to the role at Ardent MC, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
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Free to apply, no account needed.
Typically $80k to $140k per year · You'll be taken to the employer's careers page.