Hypercare Escalation Specialist (Helpdesk)

Hypercare Escalation Specialist (Helpdesk)

Direct Hire 1099 or W2 only. 

The client is not offering VISA sponsorship or subcontracting for this position.

This role is onsite in Irving, TX.

We are seeking a highly skilled and detail-oriented L3 Escalation Specialist to join our team. The primary focus of this role is to manage day-to-day Hypercare escalations, review dashboards and alerts, handle email escalations, and perform basic triage using tools such as Logz /Newrelic triage. The ideal candidate should possess a strong L3 Helpdesk skillset, demonstrating the ability to analyze and address complex issues while working collaboratively with cross-functional teams.

Responsibilities:

1. Hypercare Escalations: Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
2. Dashboard and Alert Review: Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.
3. Email Escalations: Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.
4. Triage in Logz/Newrelic: Utilize tools like Logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
5. Collaboration: Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
6. Documentation: Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.

Qualifications:

1. L3 Helpdesk Skillset: Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.
2. Analytical Skills: Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.
3. Communication: Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.
4. Team Player: Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.
5. Technical Proficiency: Familiarity with tools such as Logz, Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some python knowledge to write some automation scripts.
6. Adaptability: Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.