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. What We Are Looking For - 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. What Stands Out - 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.

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