Lead complex troubleshooting efforts resolving escalated technical issues that have stumped Level 1 and 2 support teams, ensuring minimal service disruption.
Develop and maintain detailed documentation including troubleshooting guides, standard operating procedures, and knowledge base articles, empowering the support teams.
Proactively identify and address recurring technical issues by implementing permanent solutions and process improvements to reduce future incidents.
Conduct in-depth root cause analysis for critical incidents, providing actionable insights to prevent similar problems from reoccurring.
Qualifications
Holds a Bachelor's degree in Computer Science, Information Technology, or a related field; a strong foundation is key.
Possesses relevant certifications such as CCNA, CCNP, or Microsoft certifications, validating expertise.