Service Support L2 Analyst

At Ball, integrity and trust are the foundation of who we are. Guided by our core values—"We Care. We Work. We Win.”—we create a culture where every voice matters and every idea drives progress.  
Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe! 
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Purpose of the job:

The Service Desk Level 2 role provides advanced technical support for escalated end user incidents and service requests. This position serves as a key escalation point within the Service Desk and works closely with Level 1, Level 3, and other IT teams to ensure timely and effective resolution of more complex issues. The role supports a global 24x7 environment and contributes to the continuous improvement of IT services, processes, and knowledge under the global support model.

Key responsibilities include:

• Provide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.
• Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.
• Act as an escalation point and support for Level 1, including knowledge sharing and guidance.
• Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.
• Collaborate with regional and global IT teams to resolve cross-functional issues.
• Contribute to problem management, root cause analysis, and service improvements.
• Create and maintain knowledge base articles to improve resolution quality and speed.
• Deliver professional, timely, and customer-focused support.

What we’re looking for:

• Education or work experience in IT (3+ years in Service Desk / End User Support, including Level 2 responsibilities).
• Good understanding of ITIL processes (ITIL certification preferred).
• Strong technical knowledge of end-user environments, including hardware, Windows OS, and network fundamentals (LAN/WAN).
• Experience with ticketing systems and remote support tools.
• Ability to communicate technical information clearly and professionally.
• Ability to handle confidential and sensitive information appropriately.
• Advanced English. Portuguese is a plus.
  
• NOC knowledge and Systems automatization. 

Compensation & Benefits

-  Hiring Salary Range: $ xxx,xxx- xxx,xxx (Salary to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.)
-  [This role will be eligible to participate in the annual incentive compensation plan.]
- Ball includes a comprehensive benefits structure, Go to our career site and click "Total Rewards" to learn more.

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world. 
Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference. 
Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems. 

No agencies please.