L3 Support Analyst

As a Technical Support specialist, your primary responsibility will be to troubleshoot and resolve issues escalated from the Helpdesk. You will be tasked with incident management by tracking and documenting issues in a ticketing system such as ServiceNow or Jira. In case of complex issues, you will escalate them to higher-level support or specialized teams, ensuring timely resolution and follow-up with users to confirm problem resolution. Additionally, you will monitor system performance to ensure optimal functioning and reliability. You will also be responsible for creating user guides, knowledge base articles, and FAQs to facilitate self-service for common issues, as well as sharing best practices to improve user productivity and prevent future issues. Collaboration and communication are key aspects of this role, as you will work closely with other teams to resolve complex issues, keep users informed on issue status, and engage with different departments to understand specific technical needs. You will also be required to analyze support metrics, report recurring issues, and provide feedback for system or process improvements based on common issues or user feedback. To excel in this role, you should have experience working with COTS solutions, strong engagement and communication skills, experience in software maintenance and help desk support, and proven experience with complex integrated systems. Familiarity with tools such as Jira, Confluence, and Service Management tools is also required. Join Virtusa, a global team that values teamwork, quality of life, and professional development. With a focus on collaboration and fostering excellence, Virtusa offers exciting projects, opportunities, and exposure to state-of-the-art technologies for your career growth. If you are a great mind looking to unleash your potential, Virtusa is the dynamic place to nurture new ideas and thrive in a team-oriented environment.,