We are looking for an L3 Engineer to provide advanced technical support, troubleshoot complex issues, and ensure the stability and performance of IT systems. The role involves collaborating with cross-functional teams to implement effective solutions.
The ideal candidate will be confident, communicative, empathetic, and technically strong, with a proactive mindset to identify improvements. They should be eager to learn, share knowledge, mentor L1 and L2 team members, and support team upskilling, including delivering training sessions when required.
Experience or a strong interest in automation, along with skills in PowerShell and tools such as Roost and Ginger, or the ability to learn them quickly, is highly valued.
Duties and Responsibilities
Working across teams and closely with our customers, promote and deliver high quality technical and customer support. Provide remote support to clients, solving complex and non-complex problems to minimize system down-time and loss of productivity. Using support tools to manage and track tickets and customer issues. Primary escalation points for Level 1 and Level 2 support staff. Responsible for advanced troubleshooting of supported services Escalating issues to management as appropriate. Manage set-up activities for small to medium scale deployments/projects. Complete simple /standard set-up activities for computers, printers, multifunction devices and other ICT systems in line with Service Level Agreements. Meeting ticket targets and quality standards; maintaining Service Level Agreements (SLA) on tickets. Monitor the performance of systems and assist with the identification of potential issues and propose solutions. Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes. Maintain effective external relationships with vendors, consultants, and service providers; leveraging these relationships to ensure that the best fit solutions and resources are available to the company. Research and test new product offerings which may become part of our service offerings. Documenting support-related processes and procedures (SOP). Ability to think creatively and identify ways to improve efficiencies, reduce complexity and increase security.
Required Skills/Experience
Qualifications & Experience
Relevant third level degree. Minimum 5 years industry experience in a similar role. Managed Services Provider experience. Proven ability to work on complex technical incidents in a timely manner.
Technical Knowledge: Essential Requirements
Security focused with in-depth knowledge of Security Best Practices. Experience with Microsoft Security Suite, to include implementation of the following: Microsoft Defender, Microsoft Sentinel, Microsoft Lighthouse, Microsoft Purview, Microsoft Entra, Microsoft Intune. Microsoft Windows Operating Systems (Windows 10 and newer) MS Windows Server: 2012, 2016, 2019, 2022. Remote Desktop Server Implementations. Network Infrastructure – experience with Switches, VLAN's, Wireless Access Points, VPN, DNS, Routers, Bridging) Security Infrastructure - experience with Firewalls (SonicWall, Fortinet, Cisco); Spam Filtering Solutions, Web Filtering Solutions, Endpoint Protection) Virtualization - experience deploying, maintaining, and supporting virtualized (Hyper V & VMware) environments. Cloud - Office 365, Microsoft 365, Azure, Azure AD, AWS, Google Cloud. Backup setups such as Arcserve, Veeam, Azure Backup Experience with scripting languages and technologies (VBScript, PowerShell, etc.…)
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