SGS is the world's leading inspection, verification, testing and certification company. We are recognised as the global benchmark for quality and integrity. With more than 96,000 employees, we operate a network of more than 2,700 offices and laboratories around the world.
The Technician is responsible for providing technical support, acting as a specialized support resource for
incidents and service requests related to specific technologies and services. The role contributes to service
stability and continuity by resolving tickets that require deeper technical or functional expertise beyond first‑level
support capabilities.
The Technician analyzes, diagnoses, and resolves incidents and service requests in accordance with
established procedures, priorities, and resolution standards. The role applies technical knowledge and functional
expertise to restore services efficiently, minimize business impact, and ensure accurate and sustainable
solutions.
This role works closely with other support levels, to ensure effective collaboration and timely escalation when
required. This includes documenting findings, progress, and resolution details to maintain continuity of service
and support knowledge sharing within the support organization.
1. Service Delivery & Ticket Resolution
a. Handle technical incidents and service requests, applying specialized technical and functional
expertise to achieve accurate and effective resolution.
b. Follow guidelines and priorities defined by the Leader, ensuring work progresses in line with
established procedures and service expectations.
c. Follow established self‑assignment best practices, responsibly selecting tickets based on
priority, age, and current workload to support balanced utilization and avoid individual
overload.
d. Communicate unresolved or complex tickets to the Leader, providing complete technical
details, logs, and documentation to enable effective escalation to L3 support teams when
required.
e. Log, update, and maintain accurate ticket information in the ITSM tool, documenting actions
taken, progress, and resolution details.
f. Ensure continuity of work by coordinating with other technicians to facilitate smooth handover
of incidents and service requests when required.
2. Knowledge Management & Continuous Improvement
a. Create, maintain, and update knowledge base articles, procedural documentation, and
troubleshooting guides based on resolved tickets and lessons learned.
b. Participate in advanced technical training and skill development programs to maintain and enhance expertise within the technology cluster. c. Support initiatives focused on operational efficiency, cross-cluster coordination and long-term service quality improvements.
Bachelor’s degree and/or Master’s degree in Information Technology, Computer Science, Engineering,
Business, or a related field.
· 5+ years of experience in IT operations, application support, or support roles.
· Solid hands-on experience in Azure Functions (.Net preferably): Azure Integration services and logic
apps.
· Proven experience in resolving incidents and service requests requiring technical or functional
expertise beyond first-level support.
· Experience operating in multi‑cultural and geographically distributed environments.
1. Technical/Hard Skills
a. Strong knowledge of IT Service Management (ITSM) processes, particularly incident and
request handling at level support.
b. Experience working with Azure Functions, .net is a plus.
c. Proven experience in supports executed to cover Logic Apps, service bus and event grid.
d. Technical knowledge in REST APIs, JSON/XML; Azure API Management
e. Azure Devops and SQL Server / Azure SQL experience is a must.
f. Capacity to define and execute monitoring activities.
g. Ability to troubleshoot and analyze complex technical or functional issues, applying structured
diagnostic and resolution approaches.
h.
i. Ability to perform root cause analysis and document findings for recurring incidents and
problem management.
j. Experience and knowledge in C#, Kubernetes/AKS is a plus.
k. Understanding of multi-tier support models (L1, L2, L3), including escalation processes and
collaboration with L3 teams.
2. Soft Skills & Behavioral Competencies
a. Strong sense of ownership and accountability for assigned incidents and service requests
through to resolution.
b. Skills and experience on service catalog configuration, support groups and roles
management, automatic assignment configuration, users support and operative systems.
c. Workflows creation and application development
d. Process automation (Power Automate) is a plus.
e. Ability to manage personal workload effectively while respecting service priorities and SLAs.
f. Team-oriented mindset and willingness to collaborate with peers and other support levels.
g. Good communication skills, with the ability to clearly document issues and provide updates to
stakeholders.
h. Ability to work under pressure in a fast-paced operational environment.
i. Ability to operate effectively in multi-cultural or distributed teams.
j. Fluent English (spoken and written) is mandatory.