L3 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 5 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