3rd Line Helpdesk Support Technician

The Level 3 Helpdesk Technician is a senior technical support specialist responsible for providing advanced troubleshooting, problem resolution, and escalation support for complex IT issues. This position requires in-depth technical expertise, strong analytical skills, and the ability to lead and mentor junior members of the helpdesk team. Key Responsibilities: Advanced Technical Support: Serve as the highest level of escalation for technical issues unresolved by Level 1 and Level 2 helpdesk technicians. Conduct in-depth analysis and diagnosis of complex IT problems related to systems, networks, applications, and infrastructure. Develop and implement effective solutions, workarounds, or patches to resolve technical issues promptly and minimize downtime. Escalation Management: Coordinate and manage escalated tickets, ensuring timely resolution and effective communication with stakeholders. Act as a liaison between the helpdesk team and other IT support groups (internal or external), including system administrators, network engineers, and software developers. Provide guidance, technical expertise, and mentorship to Level 1 and Level 2 technicians to facilitate knowledge transfer and skill development. Problem Management: Conduct root cause analysis (RCA) and post-incident reviews for major technical incidents to identify underlying causes and prevent recurrence. Collaborate with cross-functional teams to implement permanent fixes, preventive measures, and process improvements based on RCA findings. Maintain accurate documentation of known issues, resolutions, and best practices for future reference and knowledge sharing. Project Support: Participate in IT projects, upgrades, and deployments as a subject matter expert (SME) to ensure successful implementation and integration with existing systems. Provide technical guidance and support during project planning, testing, and rollout phases, identifying potential risks and mitigation strategies. Continuous Improvement: Stay abreast of emerging technologies, industry trends, and best practices in IT support and service management. Identify opportunities to enhance service quality, operational efficiency, and customer satisfaction through process improvements and automation. Proactively contribute to the development and refinement of standard operating procedures (SOPs), knowledge base articles, and training materials