OBJETIVE
Objetive:
Is the operational backbone for first-line technical support and continuous system improvement across the firm. This role is responsible for diagnosing and resolving L1 and L2 issues within core operational systems, acting as a reliable point of contact for identifying, structuring, and channeling user feedback into actionable
technology enhancements. The Specialist ensures that all system developments, workflows, and customizations are thoroughly tested, validated, and ready for deployment, safeguarding the quality and reliability of every release. In parallel, this role maintains clear and organized technical documentation to ensure full traceability of system configurations, changes, and implementations. By supporting both
issue resolution and structured documentation practices, the Solutions Specialist enables operational continuity, reduces system friction, and contributes to the ongoing evolution of the firm’s technology ecosystem.
RESPONSIBILITIES
Experience:
L1 & L2 Technical Support Execution:
• Serve as the first line of response for system-related issues across the Firm.
• Diagnose, troubleshoot, and resolve L1 and L2 incidents across the firm’s
operational systems, including user inquiries, automations, data visibility,
permissions, user lifecycle management (onboarding and offboarding), and
workflow-related issues.
• Escalate complex issues with proper documentation and context.
Issue Structuring & Feedback Management:
• Capture, categorize, and structure user-reported issues and system-related
feedback.
• Ensure all incidents are documented with clear root cause, impact, and context.
• Identify recurring issues and translate them into structured problem statements.
• Maintain organized tracking of issues to support prioritization and resolutio
QA & Testing of System Developments
• Execute QA testing for new developments, automations, workflows, and
configurations.
• Validate functionality, edge cases, and user experience prior to deployment.
• Ensure solutions meet defined requirements and are free of defects before
release.
• Document test cases, results, and validation outcomes.
Release & Post-Deployment Support
• Support deployment processes and production releases.
• Monitor system performance and stability post-deployment.
• Identify, troubleshoot, and resolve issues that arise in production environments.
• Ensure rapid response to maintain system reliability and user confidence.
Technical Documentation & Traceability
• Maintain up-to-date documentation of:
o System configurations
o Workflows and automations
o Implemented changes and releases
• Ensure full traceability of what has been built, modified, or deployed.
• Organize documentation in a structured and accessible format.
System Reliability & Continuous Improvement
• Proactively analyze system performance and flows to identify inefficiencies, risks,
and points of failure.
• Recommend and support improvements to enhance system stability, scalability,
and user experience across the Firm.
• Contribute to reducing recurring issues by addressing root causes, not just
symptoms.
• Contribute to the evolution of operational systems toward more robust and
maintainable structures by executing improvement and enhancement projects.
IT Asset & Infrastructure Management
• Manage hardware provisioning and lifecycle processes, including onboarding and
offboarding of employee equipment.
• Maintain accurate inventory and tracking of all IT assets (laptops, peripherals,
licenses, and related equipment).
• Coordinate repair processes, warranties, and vendor claims to ensure timely
resolution of hardware issues.
• Support and maintain office infrastructure, including network connectivity (wired
and Wi-Fi), and assist in the execution of infrastructure-related projects.
Cross-Functional Collaboration
• Work closely with Solutions Administrator, Operations Manager & IT Director for
escalations and implementations.
• Partner with operational teams to understand workflows, issues, and system
needs.
• Ensure alignment between business requirements and technical execution.
• Communicate clearly with both technical and non-technical stakeholders.
Experience:
Experience in technical support, QA, or systems operations
Technical Requirements:
Familiarity with CRM systems (e.g. Salesforce, Litify) required
System workflows and automations
Debugging and troubleshooting processes
Ability to document processes clearly and systematically