Technology Support Engineer L3

Job Description

-Provide first-level technical support to clients via phone, email, or remote assistance tools. - Diagnose and resolve hardware, software, and network issues reported by clients. - Respond to incoming tickets and service requests within established SLAs (Service Level Agreements). - Escalate complex issues to higher-level support teams or vendors as necessary. - Perform system administration tasks, including user account management, password resets, and software installations. - Conduct proactive monitoring of client IT systems to identify and address potential issues before they escalate. - Document all support activities, troubleshooting steps, and solutions in the ticketing system. - Maintain up-to-date knowledge of industry trends, best practices, and emerging technologies relevant to MSP support services. - Knowledge of G-suite, Microsoft 365 (Team, Exchange, OneDrive & SharePoint) components including license management. - Knowledge of DHCP, DNS, Active Director, Group Policy & User Management - Basic Knowledge of Networking - Knowledge about various Citrix components like Studio, Storefront & Director.