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Level 3 Escalation Support
Parexel
remote
Remote (India)
About this role
About this Role
Job Purpose
- Level 3 Escalation Support: Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
- Problem-Solving & Root Cause Analysis: Methodically diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
- Clear Communication & Customer Focus: Act as a patient, clear communicator between end users, support staff, and engineering teams—translating complex issues cleanly and maintaining a strong customer service standard.
- Endpoint & Virtual Desktop Operations (Growth Focus): Assist with the support and administration of our modern endpoint estate (Microsoft Intune) and Azure Virtual Desktop (AVD) environments, building hands-on experience.
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