SUMMARY:
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POSITION INFO:
We are seeking an experienced L3 Support Engineer to join our technical operations team. This role is the highest escalation point within Support and is responsible for resolving complex technical issues, ensuring service stability, and contributing to the design and delivery of technical solutions.
The ideal candidate will have expert-level troubleshooting capability, deep knowledge across cloud, networking, and infrastructure technologies, and the ability to support consultancy and project delivery when required.
Key Responsibilities
Expert Troubleshooting and Escalated Support
- Resolve the most complex technical issues escalated from L2 teams.
- Lead root cause analysis (RCA) activities and deliver permanent solutions that prevent recurrence.
Major Incident Management
- Own and lead P1 incidents, ensuring rapid response, clear communication, and on-time RCA completion.
Solution Design and Implementation
- Assist in the design, deployment, and improvement of client infrastructures, including cloud migrations, networking upgrades, and security enhancements.
Overflow and Critical Support
- Support overflow tickets and assist with critical incidents to ensure continuity of service during peak periods or outages.
Networking Support
- Provide advanced support across routers, switches, firewalls (including Cisco Meraki, Cisco ISR, Cisco ASA, Cisco Small Business), and VPNs (site-to-site and point-to-site).
Cloud and Infrastructure Support
- Support Microsoft cloud and on-premise technologies such as Windows Desktop/Server, Exchange, Intune, RDS, Azure AD, Exchange Online, and Domain Controllers.
- Support extended Microsoft cloud stack including SharePoint, OneDrive, AutoPilot, Compliance and Security.
- Support additional cloud platforms including G-Suite, Egnyte, and Box.
Vendor and Third-Party Management
- Work with vendors such as Sage, Salesforce, and SAP on behalf of clients, ensuring effective escalation and communication.
Security and Compliance
- Implement and enforce security best practices, support security incident response, and assist in compliance-driven initiatives.
Automation and Scripting
- Create and maintain automation scripts (e.g., PowerShell, Intune) to streamline and enhance support processes.
Documentation and Knowledge Sharing
- Maintain detailed incident, change, and solution documentation.
- Deliver internal training and mentor L1 and L2 engineers to strengthen team capability.
Proactive Improvement
- Analyse trends from incidents, lead lessons-learned sessions, and implement long-term improvements to reduce repeat issues.
Change Management
- Produce and deliver RFCs within client change management frameworks, ensuring minimal disruption and clear impact communication.
Out-of-Hours Support
- Participate in the out-of-hours escalation rota when required.
Required Qualifications
- CompTIA Network+
- CompTIA Security+
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft 365 Administrator (MS-102)
- Microsoft Certified: Security, Compliance and Identity Fundamentals (SC-900)
- Cisco Certified Network Associate (CCNA) or equivalent
- Backup certification or demonstrable experience (e.g., Veeam, Commvault, Datto)
- Microsoft Certified: SharePoint Administrator (MS-600)
- Mimecast certification or relevant experience
Desirable Qualifications
- ITIL v4 Certification
- Bachelor’s degree in IT, Computer Science, or related discipline
- Microsoft Certified: Enterprise Administrator Expert (MS-100, MS-101)
- Microsoft Teams Administrator (MS-700)
- Additional certifications (e.g., Cisco, Google, VMware)
Experience
- Significant experience in an IT support or service desk environment, ideally within managed services
- Proven ability to diagnose and resolve advanced technical issues
- Strong background working with Microsoft 365, Azure, Active Directory and networking technologies
- Demonstrated ability to manage escalated incidents and collaborate under pressure
Key Skills
- Expert troubleshooting and analytical skills
- Strong understanding of networking, cloud, and infrastructure technologies
- Advanced proficiency with Microsoft 365, Azure, Intune, and SharePoint
- Knowledge of security, compliance, and backup solutions
- Excellent written and verbal communication skills
- Ability to mentor and train junior engineers
- Strong organisational, documentation, and reporting abilities
- Ability to work independently and collaboratively under pressure
