job description
Are you a seasoned IT professional with a passion for resolving high-level technical issues? Outtask HR Services, Inc. is seeking a 3rd Line Support Engineer to join our dynamic team and deliver expert-level solutions in a fast-paced, remote environment.
In this role, you will serve as the final escalation point for complex technical problems, ensuring minimal downtime and maximum system reliability. You’ll collaborate with cross-functional teams to diagnose, troubleshoot, and resolve intricate infrastructure, network, and application issues. This is a unique opportunity to work with cutting-edge technologies while enjoying the flexibility of remote work from beautiful Bali.
If you thrive under pressure, have a deep understanding of enterprise IT systems, and take pride in delivering exceptional support, we want to hear from you!
Responsibility
- Serve as the highest tier of technical support, resolving escalated incidents that 1st and 2nd line teams cannot address.
- Diagnose and troubleshoot complex hardware, software, network, and cloud infrastructure issues.
- Collaborate with development, DevOps, and security teams to implement long-term solutions and prevent recurring problems.
- Monitor system performance, identify bottlenecks, and recommend optimizations to enhance efficiency.
- Document technical issues, resolutions, and best practices to improve knowledge base and team training.
- Provide mentorship and guidance to junior support engineers, fostering a culture of continuous learning.
- Stay updated with emerging technologies and industry trends to proactively address potential risks.
- Ensure compliance with IT security policies, data protection regulations, and service-level agreements (SLAs).
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Minimum of 5 years of experience in IT support, with at least 2 years in a 3rd line or senior support role.
- Strong expertise in troubleshooting Windows/Linux servers, virtualization (VMware, Hyper-V), and cloud platforms (AWS, Azure).
- Proficiency in networking protocols (TCP/IP, DNS, DHCP, VPN) and tools (Wireshark, SolarWinds).
- Experience with database management (SQL, NoSQL) and scripting languages (Python, Bash, PowerShell).
- Excellent analytical, problem-solving, and communication skills with a customer-centric approach.
- Certifications such as ITIL, CompTIA (Security+, Network+), or Microsoft/AWS/Azure certifications are a plus.
- Ability to work independently in a remote setting with a reliable internet connection.