onsite
3rd Line Service Desk Technician - KOGO LIMITED
Software Engineer
Senior technical support specialist delivering advanced 3rd line assistance, troubleshooting complex incidents, mentoring junior staff, and ensuring high‑quality service across Windows, Linux, networking, and virtualization environments.
About the role
Key Responsibilities
- Act as the final escalation point for complex incidents and service requests, diagnosing and resolving issues across Windows Server, Linux, networking, and virtualization platforms.
- Provide expert troubleshooting, root‑cause analysis, and permanent solutions to minimize downtime and improve service quality.
- Mentor and coach junior technicians, sharing best practices and fostering a culture of continuous learning.
- Collaborate with cross‑functional teams to implement process improvements, knowledge base updates, and automation initiatives.
- Document incidents, solutions, and knowledge articles to maintain a comprehensive knowledge base.
Requirements
- Proven experience in 3rd line support with strong troubleshooting skills across Windows Server, Linux, networking, and virtualization technologies.
- Excellent communication and mentoring abilities, with a track record of guiding junior staff.
- Solid understanding of incident management frameworks and ITIL principles.
- Ability to work independently, prioritize tasks, and deliver high‑quality solutions under pressure.
Skills
windows serverlinux