Level 3 Support Engineer (Senior/Lead)

We are seeking an L3 Engineer to join our expanding team. The L3 Engineer plays a crucial role in providing advanced technical support, troubleshooting complex issues, and ensuring the stability and performance of IT systems. This position also involves collaborating with cross functional teams to implement innovative solutions. Desired qualities include confidence, the willingness to suggest ideas, the ability to identify inefficiencies, effective communication skills, empathy, and technical competence. Additionally, the candidate should be eager to learn and share knowledge, mentor and coach L1 and L2 team members, and recommend opportunities for upskilling within the team. The role may also involve delivering potential training sessions for team members. Highly regarded additional skills include experience in automation, proficiency in PowerShell, Roost, Ginger, and a willingness to acquire these skills swiftly. The ability to rapidly learn in the automation area is also desirable.

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 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.

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)