Level 3 IT Support Specialist

at  INFUSE

OUR HIRING PROCESS:

• We will review your application against our job requirements. We do not employ machine learning technologies during this phase as we believe every human deserves attention from another human. We do not think machines can evaluate your application quite like our seasoned recruiting professionals—every person is unique. We promise to give your candidacy a fair and detailed assessment.
• We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
• At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
• From there on, it’s decision time! If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.
  Innovation is a core value of INFUSE. We are bringing together people, who can look into the future to understand better how technology will shape businesses, and people, who create and navigate projects with great potential impact. We are looking for a knowledgeable and highly motivated Level 3 IT Support Specialist to join our dynamic team.
  As a Level 3 IT Support Specialist, you will be responsible for providing expert-level support for Azure, Microsoft 365, and Google services. You will work closely with our support team to resolve complex technical issues, implement solutions, and optimize our usage of these platforms. Your role will also involve mentoring junior staff and collaborating with cross-functional teams to ensure technical excellence.

Key Responsibilities:

• Provide expert operational support for our cloud infrastructure solutions, applications, and services, resolving escalated issues from Level 1 and Level 2 support teams.
• Troubleshoot, diagnose and resolve complex technical problems and incidents on time.
• Coordinate and execute change tasks and implementation activities seamlessly.
• Collaborate effectively with cross-functional teams, including support teams, departments, and vendors, to resolve issues and enhance service delivery.
• Document processes, procedures, and solutions to communicate clearly and share knowledge.
• Train and mentor junior support staff to improve their technical skills and understanding of cloud platforms.
• Generate and analyze reports to support decision-making and continuous improvement.
• Monitor and optimize cloud services to enhance performance and reduce operational costs.
• Stay current with industry trends and best practices related to cloud technologies and IT support.
• Assist with additional tasks as required in reaching the IT Support team’s objectives.

PREFERRED QUALIFICATIONS:

• Experience with AI tools and automation solutions is a strong plus.
• Relevant certifications in Microsoft and Google Cloud services are a plus.

• Provide expert operational support for our cloud infrastructure solutions, applications, and services, resolving escalated issues from Level 1 and Level 2 support teams.
• Troubleshoot, diagnose and resolve complex technical problems and incidents on time.
• Coordinate and execute change tasks and implementation activities seamlessly.
• Collaborate effectively with cross-functional teams, including support teams, departments, and vendors, to resolve issues and enhance service delivery.
• Document processes, procedures, and solutions to communicate clearly and share knowledge.
• Train and mentor junior support staff to improve their technical skills and understanding of cloud platforms.
• Generate and analyze reports to support decision-making and continuous improvement.
• Monitor and optimize cloud services to enhance performance and reduce operational costs.
• Stay current with industry trends and best practices related to cloud technologies and IT support.
• Assist with additional tasks as required in reaching the IT Support team’s objectives