EY Support Analyst L3 Associate/Senior Associate 

Singapore, Singapore 

829239745

As a Level 3 Support Engineer, you will be tasked with resolving the most complex technical issues that cannot be solved by L1 or L2 support. You will serve as a technical expert within the support team, providing advanced troubleshooting, in-depth analysis, and long-term solutions. Your role is crucial in maintaining client satisfaction and ensuring the stability and efficiency of our technology solutions.

Key Responsibilities:

• Take ownership of advanced technical issues that have been escalated from L1 and L2 support teams.

• Perform in-depth analysis of complex system problems, identify root causes, and implement permanent solutions.

• Work directly with software developers, system administrators, and network engineers to resolve issues and improve product quality.

• Provide expert advice and technical guidance to lower-level support teams.

• Develop and maintain advanced technical documentation, including system architecture, troubleshooting guides, and FAQ resources.

• Engage with clients to understand their technical challenges and communicate complex solutions in a clear and professional manner.

• Lead and participate in knowledge-sharing sessions to elevate the technical expertise of the support team.

• Contribute to the development and refinement of support processes and tools to enhance the efficiency and effectiveness of the support organization.

• Stay up-to-date with emerging technologies and industry best practices to continuously improve service delivery.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related technical field preferred. However, candidates with significant experience in the relevant field will also be considered in lieu of formal education.

• Minimum of 2 years of experience in technical support, with a proven track record of resolving complex technical issues.

• Proficiency in software, hardware, networks, databases, and cloud services.

• Strong analytical and problem-solving skills with the ability to work under pressure.

• Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.

• Experience with programming languages, scripting, and automation tools.

• Familiarity with ITIL framework and best practices in IT service management.

• Relevant industry certifications (e.g., Cisco CCNP, Microsoft MCSE, AWS Certified Solutions Architect) are a plus.