The following outlines the responsibility of a SDT L3 role: L3: Escalations and team mentor+ Essential Job FunctionsProvide support to end users of managed services clientsTake direction from the Service Desk Manager and manage ticket assignments relative to ticket priority and ageFollow specific Service Desk Team documented processes and workflowsWork assigned tickets from triage through completionUse our suite of service desk and tools to diagnose and resolve client support issuesRefer to client technical documentation for information that will help you understand and resolve client technology issuesEscalate assigned aging tickets to the SDM when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI Seek assistance from the SDM when stuckDocument service work and time in ConnectWiseUnderstand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruptionWork collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and businessWork with the SDM to identify chronic service issues across the client baseProvide on call support based on the on-call schedule/rotationProvide on-site service as necessaryMaintain technical skills required to perform the SDT role Attend and participate in weekly one-on-ones with SDM and monthly team meetings+ Education and ExperienceTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyTechnical skill relevant to technologies supported (ongoing)Strong organizational and coordination skillsExcellent communication abilities for effective client and team interactionsAbility to manage multiple tasks and prioritize effectivelyCompTIA A+, Network+, or Security+ certification preferred. Service Desk Technician Level 3 (SDT L3) OverviewService desk technicians are first responders to reported and ticketed client issues.