L3 Technical Specialist

Responsibilities

• Lead complex troubleshooting efforts resolving escalated technical issues that have stumped Level 1 and 2 support teams, ensuring minimal service disruption.
• Develop and maintain detailed documentation including troubleshooting guides, standard operating procedures, and knowledge base articles, empowering the support teams.
• Proactively identify and address recurring technical issues by implementing permanent solutions and process improvements to reduce future incidents.
• Conduct in-depth root cause analysis for critical incidents, providing actionable insights to prevent similar problems from reoccurring.

Qualifications

• Holds a Bachelor's degree in Computer Science, Information Technology, or a related field; a strong foundation is key.
• Possesses relevant certifications such as CCNA, CCNP, or Microsoft certifications, validating expertise.
• Has 5+ years of progressive experience ...