L3 Support specialist
L3 Support specialist
Posted on :
10-10-2024
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Job Description
Job Title: L3 Support Specialist (US Citizen Only)
Location: Remote
We are currently seeking candidates who meet the following qualifications
Responsibilities:
- Analyze and resolve highly technical issues related to software hardware networks and system integrations. Serve as the highest level of support for escalated incidents.
- Conduct deep investigations into system issues to identify root causes and implement permanent fixes to prevent recurrence.
- Take ownership of complex incidents ensuring timely resolution and clear communication with stakeholders during critical outages or technical challenges.
- Work closely with development infrastructure and networking teams to resolve issues coordinate updates and deploy solutions.
- Act as the final point of escalation for unresolved issues from L1 and L2 teams providing expertlevel support and technical mentorship to junior staff.
- Create detailed technical documentation including stepbystep troubleshooting guides knowledge base articles and postincident reports.
- Use monitoring tools to proactively identify and resolve potential issues before they impact users.
- Suggest and implement improvements in support processes and system performance based on recurring issues and support trends.
- Provide training and support to L1 and L2 teams to enhance their technical capabilities and reduce the need for escalations.
- Participate in a rotational oncall schedule to provide afterhours support for critical incidents.
- Bachelors Degree in Computer Science Information Technology or a related field (or equivalent experience).
- Experience in a technical support role with at least 2 years in L3 support.
- Expertise in Linux/Windows server environments networking protocols and virtualization technologies.
- Strong knowledge of databases (SQL Oracle) middleware and enterpriselevel applications.
- Experience with monitoring and diagnostic tools (e.g. Splunk Nagios SolarWinds).
- Solid understanding of ITIL processes and experience working within structured ticketing systems such as ServiceNow JIRA or Zendesk.
- Strong scripting skills (e.g. Bash PowerShell Python) for automation and advanced troubleshooting.
- Excellent problemsolving skills and attention to detail.
- Ability to work under pressure in a fastpaced missioncritical environment.
- Certifications such as MCSE CCNA ITIL are preferred.
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Employment Type
Full Time
Key Skills
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