IT Helpdesk Tier 3 Support Specialist

2 days ago

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Information Technology Outsourcing (ITO) • Non Voice Outsourcing/Back End Office • Voice Outsourcing - Customer Service • Project Outsourcing • Offshore Staff Leasing

1001 - 5000

Description

• Responsible for monitoring the support queue, evaluating incidents, and ensuring their appropriate prioritization and assignment. • Manage the support inbox, collaboration workspaces, databases, applications, servers, and network ecosystems. • Maintain test environments, development spaces, and provide proactive support through event management and monitoring activities. • Collaborate with other support tiers and departments to ensure efficient resolution of incidents and effective knowledge sharing. • Participate in the development and implementation of IT support policies, procedures, and best practices.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field. • A minimum of 7 years of experience in a technical support role, with at least 2 years in a Tier 3 support capacity. • Strong knowledge of IT systems, databases, applications, servers, and network ecosystems. • Excellent problem-solving and troubleshooting skills. • ITIL certification or relevant experience in IT service management. • Exceptional communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical users. • Strong organizational and time management skills, with the ability to prioritize tasks and work under pressure. • Detail-oriented and proactive, with a focus on continuous improvement. • Familiarity with IT support tools and software, such as ticketing systems, remote support tools, and monitoring applications. • Experience with various operating systems, including Windows, macOS, and Linux. • Ability to work effectively both independently and as part of a team. • Outgoing and Energetic with a positive attitude.

Benefits

• Health Insurance (HMO) • Competitive Salary • Expanded maternity leave up to 120 days • Allowances • Paid Time offs (Vacation Leaves Are Convertible to cash if unused) • Companywide events • Fun & Relaxed environment