Level 3 Support Engineer

The L3 Engineer will act as the senior technical escalation point for complex issues and provide advanced support across client IT environments. This role requires deep hands-on expertise in Microsoft 365 (M365) solutions, networking, and firewall technologies, along with a strong ability to troubleshoot high-level technical problems, mentor L2 engineers, and enhance IT service delivery. The ideal candidate has extensive experience working in dynamic IT environments (preferably MSP) and can manage critical technical incidents with minimal disruption to clients.

Key Responsibilities: :
• Technical Support & Escalation
• Serve as the senior technical escalation point for unresolved L2 issues.
• Provide advanced troubleshooting for network, firewall, M365, server, and cloud infrastructure issues.
• Lead complex incident resolution, ensuring strong documentation and timely closure of tickets.
• Optimize client IT environments through technical improvements, automation, and best practices.
• Microsoft 365 & Network Management
• Manage and support M365 applications (Exchange Online, Teams, SharePoint, OneDrive) and tenant administration.
• Perform configuration, troubleshooting, and monitoring of firewalls (e.g., Fortinet, Palo Alto, Cisco).
• Oversee network performance, connectivity, VPN setup, and security policies.
• Implement proactive system and network monitoring to prevent issues.
• Client Engagement & Service Excellence
• Act as a trusted advisor to clients, ensuring SLA compliance and high satisfaction.
• Identify opportunities for system enhancement, automation, or upgraded services.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.
• Team Collaboration & Mentoring
• Guide and mentor L2 engineers on troubleshooting and solution techniques.
• Share knowledge and contribute to continuous improvement of internal processes.
• Drive innovation within the support function.

Qualifications & Experience: :
• 6–7 years of progressive experience in IT support (including L2 and L3 roles).
• Strong hands-on experience with:
• Microsoft 365 administration & troubleshooting
• Network infrastructure and performance optimization
• Firewall configuration and management
• Experience working in MSP, enterprise, or similar technical environments.
• Relevant certifications (preferred): Microsoft (M365/Azure), Fortinet, Palo Alto, Cisco, ITIL, or other industry-recognised credentials.
• Proven analytical, troubleshooting, and root-cause analysis skills under pressure.

Key Competencies::
• Advanced problem-solving and analytical skills.
• Strong client relationship management and stakeholder communication.
• Mentorship and team collaboration capabilities.
• Attention to detail and ability to manage multiple priorities.
• Proactive and innovative mindset for improving processes and client experiences.