Level 3 Support Engineer – Senior/Lead
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Job Description
L3 Engineer providing advanced technical support and troubleshooting complex issues. Collaborating with teams to implement innovative solutions and mentor junior staff.
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 minimise system down-time and loss of productivity.
- Using support tools to manage and track tickets and customer issues.
- Primary escalation point 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.
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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