IT / Level 3 Support Specialist (US)

About the position

The IT / Level 3 Support Specialist at TD Bank is responsible for addressing complex technical issues that require expert-level knowledge in system architecture, advanced network configurations, and intricate software troubleshooting. This role involves collaborating with development teams, performing root cause analysis, and managing customer escalations, all while ensuring optimal system performance and security incident response.

Responsibilities

• Investigating and resolving highly complex technical issues that cannot be handled by lower-level support teams.
• Identifying the underlying cause of complex problems by analyzing system logs, configurations, and code.
• Working closely with engineers to report bugs, discuss potential solutions, and provide feedback on product improvements.
• Creating and maintaining knowledge base articles to document complex troubleshooting steps and solutions.
• Handling critical customer issues that require immediate attention and expert intervention.
• Analyzing system performance metrics and identifying areas for improvement.
• Investigating and mitigating security breaches within the system.

Requirements

• Undergraduate degree or Technical Certificate; Graduate degree preferred.
• 7+ years of relevant experience in IT support and system administration.
• Expertise in server management, operating systems, and system configurations.
• Proficiency in network protocols, routing, firewalls, and network security.
• Ability to write scripts for automation, data analysis, or system management.
• Understanding of database structures, query languages, and data manipulation.
• Familiarity with major cloud platforms and their services (AWS, Azure, GCP).
• Awareness of security best practices, vulnerability management, and incident response (CISSP).
• Excellent communication skills to explain technical concepts to customers and stakeholders.

Nice-to-haves

• Deep expertise in the product/system and its technical intricacies.
• Advanced network troubleshooting skills.
• Programming and scripting knowledge for automation and data analysis.
• Cloud computing expertise with major platforms.
• Strong analytical thinking and problem-solving skills.

Benefits

• Health insurance
• Paid time off