L3 Technical Support Specialist

Job Description

We are seeking a highly skilled and detail-oriented L3 Escalation Specialist to join our team. The primary focus of this role is to manage day-to-day Hypercare escalations, review dashboards and alerts, handle email escalations, and perform basic triage using tools such as logz /Newrelic triage. The ideal candidate should possess a strong L3 Helpdesk skillset, demonstrating the ability to analyze and address complex issues while working collaboratively with cross-functional teams.

Responsibilities:

• Hypercare Escalations: Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
• Dashboard and Alert Review: Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.
• Email Escalations: Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.
• Triage in Logz/Newrelic: Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
• Collaboration: Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
• Documentation: Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.
  
  
  

Qualifications:

• L3 Helpdesk Skillset: Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.
• Analytical Skills: Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.
• Communication: Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.
• Team Player: Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.
• Technical Proficiency: Familiarity with tools such as logz , Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some python knowledge write some automation scripts.
• Adaptability: Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.