L3 Support Engineer - Escalations Service Offering

Job Description

Job Description Level 3 Support Engineer Escalations Service Offering Number of open positions 2 Title: Level 3 Support Engineer Experience: 3-5 years relevant work experience Job Duties and Responsibilities As a Level 3 Support Engineer with a Microsoft focus, you will play a crucial role in providing advanced technical support and expertise to our clients. You will be responsible for resolving complex technical issues and optimizing IT infrastructure for maximum performance and reliability. Provide escalated technical support for Microsoft-based systems, including Active Directory, Exchange, Defender, Intune and other products in the Office 365 suite. Expertise across Windows Operating Systems (Server & Workstation) Active Directory, Azure Active Directory; Office 365 (Exchange Online, SharePoint Online) Expertise with various ICT Network infrastructure technologies & methodologies such as: WAN, LAN, Remote Access, Firewall, Wireless Access Points & VPN. Conduct root cause analysis and implement corrective actions to prevent recurring problems. Document system configurations, procedures, and troubleshooting steps to maintain a comprehensive knowledge base. Collaborate with Level 1 and Level 2 Managed Service Provider Support teams to escalate and resolve technical issues in a timely manner. Participate in project planning and implementation of IT infrastructure upgrades and migrations. Stay updated on emerging Microsoft technologies and best practices to continuously improve service delivery and client satisfaction. Implement Conditional Access and MFA in the Azure tenant Familiarity with Identity & Device Management Entra ID, SSO, MFA, SSPR, Intune MDM/MAM, Autopilot, Windows Hello for Business Familiarity with Microsoft Security Products – Defender suite, Purview Requirements Bachelor’s degree in computer science, Engineering or other related field or equivalent professional technology certifications CSE) Strong hands on experience with the technologies referenced in the above sections. Excellent verbal and written communication skills with the ability to interact with internal and external customers. Strong analytical skills and attention to detail. Must be a self-starter with excellent time management skills Prior experience in a technical role in Managed Services environment is an added advantage.