Technical Support Specialist – L3

Role Overview

We seek an experienced Level 3 Technical Support Specialist to deliver expert technical assistance and resolve complex issues related to hardware, software, networks, and systems. The candidate will operate in a dynamic IT setting, providing efficient and remote support while maintaining excellent communication with users.

Key Duties

• Offer technical assistance for hardware, software, networking, and system challenges.
• Effectively diagnose and resolve technical problems.
• Manage support requests through ticketing platforms, telephone, and email.
• Install, configure, and support IT systems and software applications.
• Deliver remote technical aid to end users.
• Accurately document incidents, troubleshooting steps, and resolution outcomes.
• Escalate complex issues and coordinate with specialized IT teams.
• Ensure timely problem resolution and maintain high levels of user satisfaction.

Candidate Requirements

• Bachelor's degree in Computer Science, IT, or related discipline.
• At least 4 years of experience in IT help desk, technical support, or similar roles.
• Advanced proficiency in English language communication.
• Comprehensive understanding of hardware, software, operating systems, and network connectivity.
• Familiarity with IT ticketing tools and remote support software.
• Strong problem-solving and analytical skills.
• Knowledge of ITIL best practices is a plus.

Professional Skills

• Excellent communication and customer service capabilities.
• Analytical thinking and troubleshooting expertise.
• Ability to work under pressure and handle multiple support cases simultaneously.
• Meticulous attention to detail with precise documentation.