Technical Support

Brief Summary

An L3 Technical Support is responsible for handling infrastructure, engineering, and other specialist-level issues that require advanced troubleshooting and expertise. The role focuses more on escalation support, identification of root causes in reported incidents, and overall improvement of the system to prevent further systemic issues. This role works closely with internal teams to ensure the stability, development, and efficiency of IT systems and services.

Primary Duties and Responsibilities

• Infrastructure Design and Optimization – Design, review, and optimize IT infrastructure to improve system performance, reliability, scalability, security, and efficiency.
• Root Cause Analysis – Conduct in-depth root cause analysis of complex and recurring incidents and implement effective corrective and preventive actions.
• Security Incident Investigation – Investigate security incidents, analyze technical evidence, and support containment, resolution, and prevention of security threats.
• Long-Term Solution Development – Research, evaluate, and implement sustainable technical solutions to address recurring problems and improve system reliability.
• System Configuration and Maintenance – Perform advanced system configuration, maintenance, upgrades, patching, and optimization to ensure stable and secure operations.
• Technical Troubleshooting and Escalation – Resolve complex technical issues escalated from Level 1 and Level 2 support and provide expert technical guidance.
• Technical Documentation – Maintain accurate technical documentation, troubleshooting guides, system configurations, and knowledge base articles.
• Cross-Functional Collaboration – Collaborate with infrastructure, network, security, application, engineering, and vendor teams to resolve complex technical issues.
• Knowledge Transfer and Mentoring – Provide technical guidance, knowledge sharing, and mentoring to junior technical support personnel.

Academic Qualifications

• Bachelor's Degree, diploma, or equivalent relevant experience in IT
• Recognized Quality Management or specialized technical certifications from accredited institutions.

Work Experience

• IT experience of at least 3 years in Level 3 support.

Job Competencies

• Strong Interpersonal Skills
• Advanced Problem-Solving
• Strong Attention to Detail
• Proactive Mindset in Resolving Technical Issues
• Advanced Technical IT Knowledge
• Advanced Troubleshooting and Optimization Capabilities

Benefits:

• Flexible schedule

Work Location: In person