IT Technical Support L3
IT Technical Support L3
Posted on :
28-02-2025
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1 Vacancy
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Job Description
- IT Technical Support L3 Agent
- Requirements
3 years of experience in IT support or a similar role.
Strong customer service mindset.
Excellent English and Spanish communication skills (French is a plus).
Experience working in international environments.
Strong organizational and problemsolving skills.
Ability to work independently and adapt to changing priorities.
Experience creating useroriented documentation (FAQs manuals guides).
Basic scripting experience (PowerShell Bash Python or JavaScript) for automation.
Familiarity with system monitoring observability (Splunk) and alerting.
Understanding of system integration concepts (APIs sync/async processes).
Experience in Jira administration (configuring workflows automation permissions and integrations).
Ability to handle stressful situations and unexpected issues.
Willingness to travel occasionally.
Preferred Skills
ITIL Foundation or other ITSM certifications.
Experience with Microsoft Office Suite (Excel Word OneDrive Outlook).
Handson experience with Atlassian tools (Jira Confluence) as both user and administrator.
Knowledge of Splunk for system monitoring and troubleshooting.
Advanced scripting experience for automation (Python Bash PowerShell or JavaScript).
Experience with cloud platforms (Azure AWS or GCP). - Main Purpose
We are looking for a skilled IT Technical Support L3 Agent to join the Digital Legal team of a major international sports organization. You will be responsible for maintaining supporting and improving digital legal systems including web portals a case management backoffice and various integrations.
This role involves resolving technical issues handling tickets creating documentation automating processes through scripting and collaborating with different teams. We seek someone proactive eager to learn new technologies and comfortable working in both business and technical environments.
Key Responsibilities
Diagnose and resolve support incidents and service requests.
Manage and prioritize tickets to ensure timely resolution.
Communicate with users and provide updates on issue progress.
Handle technical and businessrelated queries from simple to complex cases.
Maintain and enhance the support knowledge base and knownerror database.
Create and update user manuals for digital legal systems.
Follow documented troubleshooting procedures to resolve system errors.
Support onboarding of internal and external users.
Notify stakeholders about planned operations and major incidents.
Identify and implement automation scripts to streamline support tasks.
Administer and configure Jira (workflows permissions custom fields dashboards automation rules and integrations).
Suggest automation and process improvements to optimize system support.
Collaborate with Product Owners Business Analysts and internal teams.
Employment Type
Full Time
Key Skills
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