Technical Specialist III are responsible for implementing technological solutions to solve business problems, creating a schedule for analysis, implementation, and testing of the technology, escalations, Infra & NOC alerts, and being the bridge between Engineering and Service Desk teams to ensure consistency, knowledge transfer, among other duties. In addition to your responsibilities in drafting change request form submissions, monitoring and maintaining the escalation board. It is the best practice to stay up to date on industry's best practices by continually updating SOPs and driving innovation within the division to enhance efficiency and service quality.
Requirements
- Bachelor's degree or equivalent relevant experience
- 5-7 years' experience managing IT infrastructure, supporting technology processes, and executing system implementations (networking, telecom, data center, server/client refreshes, etc.)
- Hands-on experience with Azure services: VMs, networking, storage, security, Azure Resource Manager (ARM), Azure Active Directory, Azure Virtual Networks
- Proficiency with automation tools such as PowerShell and Azure CLI
- Azure certifications (e.g., Azure Administrator) preferred
- Familiarity with other cloud platforms (AWS, GCP) is a plus
- Working knowledge of enterprise architecture frameworks (e.g., TOGAF, Zachman)
- Understanding of ITIL best practices; ITIL certification preferred
- Strong project management skills, including large-scale, multi-site deployment experience
- Ability to develop technical documentation and deliver training to internal teams
- Strong communication skills to translate technical solutions into business terms
- Scheduled after-hours support or on-call rotations as required
- Willingness to travel as needed
Responsibilities
- Serve as the final escalation point for complex technical issues from the Service Desk
- Monitor Infra and NOC alerts and ensure appropriate escalation and resolution
- Serve as the bridge between the Engineering and Service Desk teams, ensuring consistent service delivery and facilitating effective knowledge sharing
- Assist with project implementations, system deployments, infrastructure rollouts, and client-side solutions
- Analyze client and internal IT systems to diagnose problems, inefficiencies, and recommend improvements
- Draft and submit change request forms for review and approval
- Plan, schedule, and manage timelines for assigned technical projects. Collaborate with Engineering and Service Desk teams to familiarize staff with innovative technologies and client best practices
- Train Service Desk personnel on solutions, procedures, and client-specific standards
- Maintain and update central documentation repositories, including SOPs, HLDs, BOMs, and knowledge base articles
- Monitor solution and team performance post-implementation to ensure success and address any ongoing needs
- Regularly perform ticket updates and accurate time entry within the ITSM platform (Halo PSA)
- Coordinate allocation of technical team resources to meet deployment and other support objectives
- Develop and deliver related documentation such as SOPs, HLDs or BOMs, technical knowledge base articles
- Demonstrate experience in consulting role of a technical organization or consultancy with similar responsibilities
- Holds current technical certifications or has strong Microsoft Azure experience
- Regularly update and audit central documentation repository