Job Description

The Level 3 team is an elevated support layer delivering the best-in-class technology support and responsible for Outage Management, Problem management and incident escalations. Individuals will be providing customer facing technical support to investigate more complex incidents and facilitate resources to resolve critical outages and restoring operational services. Excellent communication skills and strong in-depth technical experience with knowledge of IT products and services is crucial for this role.

Responsibilities:

• Manage the resolution of incidents related to outages or major disruptions to services where a coordinated effort is needed to achieve timely resolution
• Lead the post-resolution analysis of outages to identify their root cause and oversee the activities needed to address them permanently
• Manage the resolution of complex incidents escalated from the Technical Support Level 2 and other resolver teams
• Create and publish knowledge articles to assist teams during incident resolution
• Identify opportunities to improve service delivery and communicate with technology teams to implement

Excellent organizational skills with the ability to prioritize. Ability to work in a fast-moving environment, multi-task and adapt to changes quickly. Strong analytical/problem solving skills. Troubleshooting and configuration skills. In-depth knowledge of hardware and software. Understanding of new systems and technologies. Technical know how of IT products and services. Excellent communication and customer service skills.

5+ years' experience in providing technical support.