• Resolve issuesthat need expert product and service support.
• Able to recreate problems to define root causes,using product designs, code, or specifications. Once the root cause isidentified, the fixes to the issues are documented and communicated to L1 andL2 technicians as a future reference.
• Researching and resolving the most difficult andcomplex problems that other help desk levels have been unable to resolve
• Analyzing and identifying trends in issuereporting and devising preventive solutions
• Mentoring other help desk personnel on hardwareand software problem analysis and resolution
• Participate inmanagement, prioritization, minor enhancements, break fix activities, problemmanagement, stability analysis, etc.
• Have deepunderstanding and expertise in one or two technology platforms.
• Be proactive innature, identifying problems in advance and looking for continuous serviceimprovement opportunities.
• If a fix involvesa major enhancement or a development, then the problem is transferred toengineering or development teams, Level 4.