Level 3 IT Support Engineer - WFH

As L3 IT Support Engineer you will serves as the ultimate technical escalation point for complex, high-impact infrastructure and end-user incidents. This role demands advanced troubleshooting acumen, deep systems architecture knowledge, and proactive problem management.

Company Profile:

Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.

As the company grows, they are looking for an L3 IT Support Engineer that will serve as the technical escalation point for complex incidents.

This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.

Duties and Responsibilities:

1. Advanced Technical Troubleshooting & Escalation Management

• Act as the final internal escalation tier for unresolved issues originating from Level 1 and Level 2 support teams
• Diagnose and resolve complex infrastructure, network, server, cloud tenant, and endpoint anomalies affecting clients or internal operations
• Perform root cause analysis (RCA) on recurring incidents, implementing permanent patches and preventive workflows to eliminate recurrence

2. Systems Administration & Infrastructure Engineering

• Maintain, secure, and optimize enterprise IT infrastructures, spanning cloud environments (Microsoft 365, Azure, AWS), hybrid domains (Active Directory, Entra ID), and physical/virtual server virtualization hosts (VMware, Hyper-V)
• Design, test, and deploy software packages, patches, firmware upgrades, and security configurations via Remote Monitoring and Management (RMM) and Mobile Device Management (MDM) platforms
• Manage advanced networking components including firewalls, VLANs, VPN tunnels, routing policies, and switching fabrics

3. Project Implementation & Technical Integration

• Collaborate with project management and architecture teams to onboard new clients, deploy new server stacks, migrate workloads to the cloud, and integrate client business systems
• Author and maintain rigorous technical documentation, standard operating procedures (SOPs), knowledge base articles, and network topology maps

4. Leadership, Mentorship & Quality Assurance

• Provide technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians to accelerate their diagnostic capabilities.
• Participate in on-call rotation schedules for high-priority emergency escalations and critical maintenance windows.
• Enforce security protocols, compliance standards, and industry best practices. across all service delivery workflows

Must-have Skills / Qualification:

• Minimum 5 to 8 years of hands-on experience in enterprise IT support, systems administration, or managed service provider (MSP) environments.
• Core Technical Competencies:

 Advanced administration of Microsoft 365 (Exchange Online, SharePoint, Teams, Entra ID, Intune)

 Deep experience with Windows Server (2016/2019/2022), Active Directory, Group Policy, and DNS/DHCP architecture

 Virtualization platforms (VMware ESXi, Microsoft Hyper-V) and backup/disaster recovery solutions (Veeam, Datto)

 Networking fundamentals (TCP/IP, VPN, DNS, routing/switching, enterprise firewalls such as Fortinet, SonicWall, or Palo Alto)

 Familiarity with ITSM and PSA ticketing platforms (e.g., ServiceNow, ConnectWise PSA)

• Analytical Precision: Exceptional methodical problem-solving skills under high- pressure scenarios.
• Communication: Ability to distill highly complex technical concepts into clear, actionable advice for non-technical stakeholders and executive leadership.
• Autonomous Drive: Self-motivated with a continuous improvement mindset regarding emerging technology and security trends.
• At least 1 or 2 relevant certifications, such as Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate, CompTIA Advanced Security Practitioner (CASP+), CompTIA Security+, Cisco Certified Network Associate (CCNA), ITIL Foundation (or higher), or an equivalent certification.

Nice-to-have / Advantageous Skills:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
• Microsoft Certified: Azure Administrator Associate or Windows Server Hybrid Administrator Associate
• CompTIA Advanced Security Practitioner (CASP+) or CompTIA Security+
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation (or higher)