L3/Tier 3 IT Support Specialist

About the job L3/Tier 3 IT Support Specialist

Overview: This role is based in our offshore Global Business Center and is responsible for providing advanced technical support to end users supporting operations in the United States. The IT Senior Support Specialist handles escalated tickets from Level 1 and 2 support, focusing on complex technical issues involving hardware, software, and network systems. The ideal candidate has strong troubleshooting skills, experience in enterprise IT environments, and the ability to work independently while collaborating with remote teams. Familiarity with ITSM tools like ServiceNow and adherence to ITIL practices are highly valued.

Specific Job Responsibilities:

• Respond to and resolve support tickets involving:
  • Advanced workstation, laptop, and peripheral issues
  • Operating system errors and application-level problems
  • Network connectivity and configuration issues (LAN...