As a Level 3 Support Engineer, you will be tasked with resolving the most complex technical issues that cannot be solved by L1 or L2 support. You will serve as a technical expert within the support team, providing advanced troubleshooting, in-depth analysis, and long-term solutions. Your role is crucial in maintaining client satisfaction and ensuring the stability and efficiency of our technology solutions.
Key Responsibilities:
Take ownership of advanced technical issues that have been escalated from L1 and L2 support teams.
Perform in-depth analysis of complex system problems, identify root causes, and implement permanent solutions.
Work directly with software developers, system administrators, and network engineers to resolve issues and improve product quality.
Provide expert advice and technical guidance to lower-level support teams.
Develop and maintain advanced technical documentation, including system architecture, troubleshooting guides, and FAQ resources.
Engage with clients to understand their technical challenges and communicate complex solutions in a clear and professional manner.
Lead and participate in knowledge-sharing sessions to elevate the technical expertise of the support team.
Contribute to the development and refinement of support processes and tools to enhance the efficiency and effectiveness of the support organization.
Stay up-to-date with emerging technologies and industry best practices to continuously improve service delivery.
Qualifications:
Bachelor’s degree in computer science, Information Technology, or a related technical field preferred. However, candidates with significant experience in the relevant field will also be considered in lieu of formal education.
Minimum of 2 years of experience in technical support, with a proven track record of resolving complex technical issues.
Proficiency in software, hardware, networks, databases, and cloud services.
Strong analytical and problem-solving skills with the ability to work under pressure.
Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.
Experience with programming languages, scripting, and automation tools.
Familiarity with ITIL framework and best practices in IT service management.
Relevant industry certifications (e.g., Cisco CCNP, Microsoft MCSE, AWS Certified Solutions Architect) are a plus.
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