Technical Support Specialist

3 days ago


Irving, Texas, United States OscarMike Full time
Support Specialist L3

Direct Hire 1099 or W2 only. This role is onsite in Irving, TX.

Key Responsibilities:
  • Manage day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
  • Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.
  • Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.
  • Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
  • Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
  • Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.
Requirements:
  • Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.
  • Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.
  • Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.
  • Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.
  • Familiarity with tools such as logz, Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some python knowledge write some automation scripts.
  • Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.

OscarMike is seeking a highly skilled and detail-oriented L3 Escalation Specialist to join our team. If you have the required skillset and are ready to take on a challenging role that combines technical expertise with a customer-focused approach, we encourage you to apply for this position.



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