Tier 3 (L3) IT infra support is the final line of support and comprises a technical team that deals with technical problems. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Level 3 tech usually has the most expertise in a company and is the go-to person for solving difficult issues. With years of experience, the L3 experts can manage and resolve almost any problem that requires high expertise. They can also control the infrastructure, cloud, network, and DC level operations. All the high-end administration tasks are secure in their hands, and it is advisable to have at least an L3 level technician as a team leader in every operation. These engineers use requirements and aim to replicate problems to detect the root cause. They have access to the highest technological support for fixing issues or developing new features. Their team mainly consists of chief engineers who designed the product or service.
Roles & Responsibilities:
? Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
? Physically fit to walk through large areas.
? Ability to work after hours and weekends if necessary or required by the customer.
? Knowledge using ServiceNow as the ticketing tool.
? Supports the Top level of Technical Management Function and used to provide an expert level of support for product or services.
? Resolve issues that need expert product and service support.
? Able to recreate problems to define root causes, using product designs, code, or specifications. Once the root cause is identified, the fixes to the issues are documented and communicated to L1 and L2 technicians as a future reference.
? Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve
? Analyzing and identifying trends in issue reporting and devising preventive solutions
? Mentoring other help desk personnel on hardware and software problem analysis and resolution ? Participate in management, prioritization, minor enhancements, break fix activities, problem management, stability analysis, etc.
? Have deep understanding and expertise in one or two technology platforms.
? Be proactive in nature, identifying problems in advance and looking for continuous service improvement opportunities.
? If a fix involves a major enhancement or a development, then the problem is transferred to engineering or development teams, Level 4.
? Responsible for troubleshooting Network and Server issues.
? Coordinating with vendors or manufacturers if escalation is necessary or require