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Desktop Engineer III
2 weeks ago
Job Title:
Senior IT Support Specialist at XYZ Company
Job Responsibilities:
- Incident Escalation: Monitoring support queues to ensure incidents are escalated appropriately and capturing detailed information about the issue
- Complex Troubleshooting: Tackling complex incidents that require in-depth troubleshooting escalated by Tier 1 and 2 support teams
- Knowledge Sharing: Creating knowledge articles and technical content for other support tiers and contributing to the collective expertise within the organization
- Problem Resolution: As subject matter experts, they will actively participate in resolving major incidents and will document recovery attempts before escalating
- Senior Escalation Point: Handling the most challenging incidents, acting as the senior point of escalation
- Solution Creation: Creating new solutions, such as code fixes for applications and hotfixes for network equipment
Job Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)
3+ years of experience in IT support roles
Hands-on experience with monitoring, network diagnostic, and network analytics tools
Solid grasp of the OSI or TCP/IP model
Proficiency in networking protocols such as IPSEC, HSRP, BGP, OSPF, etc.
Certificates are preferred but not required (CCNP, CCIE, CISSP, etc.)
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