Technical Support Engineer (L3)

Job Responsibilities:
Advanced Troubleshooting: Diagnose and resolve severe technical incidents escalated from Tier 1 and Tier 2 teams.
Root Cause Analysis: Investigate recurring or high-impact system failures to prevent future outages.
Patch and Fix Deployment: Write, test, and deploy code patches, hotfixes, or specialized system updates.
Documentation: Write clear standard operating procedures (SOPs), knowledge base articles, and technical guides for the broader IT team.
Vendor Collaboration: Work directly with external software and hardware vendors on deep architectural or code-level bugs.
Requirements:
Working Hours: Availability to work standard shifts, such as Monday through Friday from 8:00 AM to 5:00 PM CST.
Experience: 3 to 5+ years of experience in advanced IT support, systems administration, or engineering.
Technical Skills: Deep knowledge of operating systems (Windows, Linux, macOS),MS SQL Server Database, cloud infrastructure (Azure), active directory, and networking protocols.
Problem-Solving: Strong ability to debug complex systems, analyze logs, and run diagnostic tests.
Communication: Excellent verbal and written communication skills to explain technical fixes to engineers and non-technical staff.
Education: Bachelor diploma or equivalent; a degree in Computer Science or Information Technology is preferred.

Work arrangement
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