What are the responsibilities and job description for the Support specialist l3 position at ACS Consultancy Services?
Job Title : L3 Support Specialist(US Citizens Only)
Location : Remote
We are currently seeking candidates who meet the following qualification
Responsibilities :
- Serve as the final escalation point for technical issues that cannot be resolved by L1 and L2 support teams.
- Diagnose, troubleshoot, and resolve complex hardware, software, network, and application issues.
- Perform root cause analysis (RCA) to address recurring problems effectively :
- Monitor and maintain IT infrastructure, including servers, databases, and networks.
- Implement fixes, patches, updates, and configuration changes to optimize performance and security.
- Recommend and execute system enhancements and upgrades.
- Create and maintain comprehensive documentation, including solutions, procedures, and known issues.
- Provide guidance and training to L1 and L2 support teams to enhance their capabilities :
- Work closely with engineering, development, and operations teams to address system bugs and application issues.
- Collaborate with vendors and third-party providers to resolve issues related to external systems.
- Participate in incident management processes, ensuring timely resolution of critical incidents.
- Evaluate and implement changes with minimal disruption to business operations.
- Ensure a positive user experience through effective communication and timely resolution of issues.
Qualifications :
- Proficiency in operating systems (Windows, Linux, etc.), databases (SQL, Oracle, etc.), and networking protocols.
- Hands-on experience with tools like monitoring systems (Nagios, SolarWinds), ticketing systems (ServiceNow, Jira), and remote desktop software.
- Strong scripting and automation skills (e.g., PowerShell, Python).
- Ability to analyze and resolve highly complex issues under pressure.
- Strong attention to detail and commitment to delivering quality solutions.
- Excellent verbal and written communication skills to convey technical information to non-technical users and stakeholders.
- Experience in documenting processes and solutions for technical teams and end-users.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Experience in IT support roles, with at least 2 years in L3 support or equivalent.
- ITIL Foundation or higher.
- Relevant technical certifications (e.g., Microsoft Certified : Azure Administrator, AWS Certified Solutions Architect, CCNA, etc.).
- Federal Experience is a plus.
- Required Security clearance.
If you meet these qualifications, please submit your application via link provided in Linkedin.
Kindly do not call the general line to submit your application.
Last updated : 2024-11-21
