The L3 Support – Product IT will
be responsible for handling complex technical issues, managing escalated
tickets, coordinating with third-party vendors, and ensuring timely resolution
of customer incidents. The role requires strong troubleshooting skills, ticket
management expertise, customer coordination, and team collaboration to maintain
high service quality and customer satisfaction.
Key Responsibilities:
- Handle Level 3 escalated tickets and provide
technical resolution support.
- Coordinate and follow up with third-party vendors for
issue resolution.
- Monitor aging tickets (more than 10 days) and ensure
closure within SLA timelines.
- Conduct handover meetings and coordinate with L1 and
L2 support teams.
- Monitor daily ticket activities including:
- First response updates
- Ticket status updates
- Shift-wise ticket monitoring
- Review customer incidents and act as the first level
of escalation for critical updates.
- Ensure smooth coordination between support teams and
vendors.
- Maintain service continuity and ensure all services
remain operational.
- Ensure customer satisfaction by providing timely and
effective resolutions.
- Document troubleshooting steps and resolution notes
for future reference.
- Participate in major incident management and RCA
(Root Cause Analysis).
- Prepare and maintain SOPs and technical documentation
for the team.
- Support team training and knowledge-sharing
activities.
Required Skills &
Competencies:
- Strong knowledge of ticket handling and incident
management.
- Experience in L3 technical support and escalation
handling.
- Good understanding of SLA management and customer
communication.
- Vendor coordination and stakeholder management
skills.
- Strong analytical and troubleshooting abilities.
- Documentation and reporting skills.
- Strategic thinking and problem-solving approach.
- Ability to work in rotational shifts and
high-pressure environments.
- Team collaboration and mentoring capability.
Preferred Qualifications:
- Bachelor’s degree in IT, Computer Science,
Electronics, or related field.
- Relevant certifications in networking, IT support, or
service management are preferred.
Experience Required:
- 4–8 years of experience in Technical Support / NOC /
Service Operations.
- Prior experience in L2/L3 support environment
preferred.
Requirements
Skills Required
- 4-8 years experience in Technical Support / NOC / Service Operations
- Experience in L2/L3 technical support and escalation handling
- Strong knowledge of ticket handling and incident management
- Understanding of SLA management and customer communication
- Vendor coordination and stakeholder management skills
- Strong analytical and troubleshooting abilities
- Documentation and reporting skills; maintain SOPs and technical documentation
- Ability to work rotational shifts and perform under high-pressure environments
- Team collaboration, mentoring capability, and participation in knowledge-sharing activities
- Bachelor's degree in IT, Computer Science, Electronics, or related field
- Relevant certifications in networking, IT support, or service management
What We Do
Station Satcom is a global satellite communications provider specializing in delivering reliable connectivity across land, sea, and air. With over 25 years of expertise, they offer integrated solutions in maritime connectivity, Vessel IT, and cybersecurity. The company supports a diverse range of industries, including maritime, defense, offshore energy, logistics, aviation, and enterprise, ensuring seamless communication even in the most remote locations.
