L3 Helpdesk

What You Will Be Doing

• Manage complex technical support cases from initial investigation through to resolution.
• Reproduce reported issues in a test environment to validate problems and determine appropriate solutions.
• Use established diagnostic tools, scripts, and processes to resolve known issues efficiently.
• Troubleshoot application configuration, data, workflows, integrations, and system functionality.
• Communicate proactively with customers and internal stakeholders to expedite issue resolution.
• Maintain accurate case documentation and provide clear, professional updates throughout the support lifecycle.
• Escalate unresolved or complex issues with complete investigation findings and supporting documentation.
• Collaborate with cross-functional teams, including engineering and product specialists, to resolve product issues and improve support processes.
  
  

• Experience providing technical or application support for enterprise software or business-critical systems.
• Strong troubleshooting and analytical skills with the ability to identify root causes using logs, diagnostic tools, and system data.
• Familiarity with executing existing SQL queries or diagnostic scripts for issue investigation.
• Understanding of system integrations, APIs, and data flows, with the ability to determine appropriate escalation paths.
• Excellent written and verbal English communication skills.
• Customer-focused mindset with the initiative to proactively engage stakeholders when needed to achieve faster resolutions.
  
  

• Experience supporting ERP, payroll, workforce management, CRM, or other enterprise applications.
• Exposure to enterprise platforms such as SAP, Microsoft Dynamics, NetSuite, Oracle, or similar systems.
• Working knowledge of SQL for troubleshooting and data validation.
• Experience supporting integrated, configurable, or highly customized software environments.
• Background working in a Level 3 (L3) technical support or application support environment.