Senior Technical Support Specialist

1 week ago


Seattle, Washington, United States Atticus Advisory Solutions Inc Full time
Job Overview

Position: L3 Support (MSP)

Role Summary:
We are in search of a proficient and seasoned L3 Support expert to enhance our operations at Atticus Advisory Solutions Inc. In this role, you will be tasked with delivering high-level technical assistance to our clientele, resolving intricate challenges, and overseeing escalations from lower-tier support teams.

Core Responsibilities:

  • Deliver superior technical assistance to clients, addressing complex issues related to hardware, software, and network infrastructures.
  • Oversee and manage escalations from L1 and L2 support teams, ensuring prompt and effective issue resolution.
  • Diagnose and troubleshoot technical challenges using a variety of diagnostic tools and methodologies.
  • Collaborate with cross-functional teams to identify and implement solutions for recurring technical issues.
  • Maintain comprehensive records of support inquiries, resolutions, and client interactions.
  • Articulate technical information and solutions to non-technical stakeholders in a clear and understandable manner.
  • Stay informed on industry trends, technologies, and best practices to enhance the support services provided by the organization.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related discipline.
  • A minimum of 3 years of experience in L3 support, ideally within a managed service provider (MSP) setting.
  • Extensive knowledge of networking, operating systems, and hardware troubleshooting.
  • Familiarity with virtualization technologies such as VMware and Hyper-V.
  • Exceptional problem-solving and analytical capabilities.
  • Ability to thrive under pressure and manage multiple priorities simultaneously.
  • Outstanding communication and customer service skills.
  • Relevant certifications (e.g., CCNP, MCSE) are advantageous.

Working Conditions:
This is a full-time role with standard working hours. However, occasional after-hours support may be necessary for network maintenance. We offer a flexible work-from-home arrangement.

Benefits:
We provide a competitive salary and comprehensive benefits package, including health insurance, retirement plans, and paid time off. Additionally, we offer opportunities for professional growth and training to keep you abreast of the latest technologies and industry trends.



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