Opportunity Description
Responsibilities
- Lead complex troubleshooting efforts resolving escalated technical issues that have stumped Level 1 and 2 support teams, ensuring minimal service disruption.
- Develop and maintain detailed documentation including troubleshooting guides, standard operating procedures, and knowledge base articles, empowering the support teams.
- Proactively identify and address recurring technical issues by implementing permanent solutions and process improvements to reduce future incidents.
- Conduct in-depth root cause analysis for critical incidents, providing actionable insights to prevent similar problems from reoccurring.
- Holds a Bachelor's degree in Computer Science, Information Technology, or a related field; a strong foundation is key.
- Possesses relevant certifications such as CCNA, CCNP, or Microsoft certifications, validating expertise.
- Has 5+ years of progressive experience in IT s...
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