L3 Support specialist
L3 Support specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: L3 Support Specialist(US Citizens Only)
Location: Remote
We are currently seeking candidates who meet the following qualification
Responsibilities:
- Serve as the final escalation point for technical issues that cannot be resolved by L1 and L2 support teams.
- Diagnose troubleshoot and resolve complex hardware software network and application issues.
- Perform root cause analysis (RCA) to address recurring problems effectively:
- Monitor and maintain IT infrastructure including servers databases and networks.
- Implement fixes patches updates and configuration changes to optimize performance and security.
- Recommend and execute system enhancements and upgrades.
- Create and maintain comprehensive documentation including solutions procedures and known issues.
- Provide guidance and training to L1 and L2 support teams to enhance their capabilities:
- Work closely with engineering development and operations teams to address system bugs and application issues.
- Collaborate with vendors and thirdparty providers to resolve issues related to external systems.
- Participate in incident management processes ensuring timely resolution of critical incidents.
- Evaluate and implement changes with minimal disruption to business operations.
- Interact with endusers and stakeholders to understand and resolve technical concerns.
- Ensure a positive user experience through effective communication and timely resolution of issues.
Qualifications:
- Proficiency in operating systems (Windows Linux etc.) databases (SQL Oracle etc.) and networking protocols.
- Handson experience with tools like monitoring systems (Nagios SolarWinds) ticketing systems (ServiceNow Jira) and remote desktop software.
- Strong scripting and automation skills (e.g. PowerShell Python).
- Ability to analyze and resolve highly complex issues under pressure.
- Strong attention to detail and commitment to delivering quality solutions.
- Excellent verbal and written communication skills to convey technical information to nontechnical users and stakeholders.
- Experience in documenting processes and solutions for technical teams and endusers.
- Bachelors degree in Computer Science Information Technology or a related field (or equivalent experience).
- Experience in IT support roles with at least 2 years in L3 support or equivalent.
- ITIL Foundation or higher.
- Relevant technical certifications (e.g. Microsoft Certified: Azure Administrator AWS Certified Solutions Architect CCNA etc.).
- 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
