L3 Technical Support Engineer
1 week ago
Role Overview
The L3 Technical Support Engineer is responsible for resolving complex technical incidents, supporting escalations from L1/L2 teams, and ensuring long-term service stability through root-cause analysis and continuous improvement. This role serves as a subject-matter escalation point and contributes to maintaining high service availability and operational excellence.
Qualifications
- Minimum: Fresh graduate or 1–2 years of experience in IT Service Management, Service Assurance, Technical Support, or Network/Systems Operations.
- Strong analytical and troubleshooting skills with a passion for solving complex technical issues.
- Familiarity with ITIL or ITSM processes (Incident, Problem, and Change Management).
- Good communication skills and ability to work in a fast-paced, collaborative environment.
Willingness to learn advanced technical concepts and grow into a senior support role.
Key Responsibilities
Incident & Problem Resolution
- Resolve advanced and high-complexity incident tickets escalated from L1/L2 or triggered through event and system monitoring.
- Provide end-to-end troubleshooting, identify root causes, and implement permanent fixes to prevent recurrence.
- Document resolutions, update knowledge base articles, known error records, and workarounds to enhance operational efficiency.
- Raise and manage problem tickets for recurring issues, collaborating with the L3 Tech Lead for deeper technical investigation.
Operational Support
- Act as a backup for the L3 Tech Lead during absences, ensuring continuity of technical operations.
- Coordinate with cross-functional teams (Development, Infrastructure, Security, etc.) for complex issue resolution.
- Ensure compliance with SLAs, escalation protocols, and ITSM best practices.
Continuous Improvement
- Contribute to optimizing processes, improving system stability, and reducing incident volumes.
- Participate in reviews of recurring issues, performance logs, and service trends to identify improvement opportunities.
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