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Mobiquity

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4.3

based on 55 Reviews

246 Mobiquity Jobs

Workplace Engineering Track Specialist

Mobiquity, Inc

4.3

based on 55 Reviews

5-10 years

Remote

1 vacancy

Workplace Engineering Track Specialist

Mobiquity

posted 15hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Project Management Incident Management Service Desk Problem Management Troubleshooting

+ 3 more

Job Description

Disclaimer This requirement is for the Havi account. The resource needs to be deployed in the 1st week of January 2025. Service Desk L3 Overview

Under minimal supervision, the Service Desk L3 provides advanced technical support and expertise to resolve complex issues for end-users. This role involves handling escalations from L1 and L2 support teams and ensuring the highest level of customer satisfaction. The Service Desk L3 is responsible for maintaining and improving the IT infrastructure, implementing best practices, and providing guidance to junior team members.

Responsibilities

Advanced Troubleshooting: Provide expert-level troubleshooting for complex issues related to hardware, software, network, and other IT systems.
Incident Management: Handle escalations from L1 and L2 support, ensuring timely resolution of incidents and service requests.
Problem Management: Identify recurring issues, perform root cause analysis, and implement permanent solutions to prevent future occurrences.
System Maintenance: Perform regular maintenance and updates on IT systems, ensuring optimal performance and security.
Documentation: Create and maintain detailed documentation of issues, solutions, and procedures for knowledge sharing and future reference.
Mentorship: Provide guidance and training to L1 and L2 support staff, helping them develop their technical skills and knowledge.
Project Participation: Participate in IT projects, providing technical expertise and support for the implementation of new systems and technologies.
Customer Service: Ensure a high level of customer satisfaction by providing timely and effective support, maintaining a professional and friendly demeanor.
Compliance: Ensure adherence to IT policies, procedures, and best practices, maintaining compliance with relevant regulations and standards.

Skills Required

Technical Expertise: Advanced knowledge of IT systems, including hardware, software, networking, and security.
Troubleshooting: Strong problem-solving skills with the ability to diagnose and resolve complex technical issues.
Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Customer Service: Strong customer service skills, with a focus on delivering high-quality support and maintaining positive relationships with end-users.
Documentation: Ability to create clear and concise documentation of technical issues, solutions, and procedures.
Teamwork: Ability to work effectively as part of a team, providing support and guidance to junior team members.
Project Management: Experience with project management principles and practices, with the ability to contribute to IT projects.