Level 3 IT Support Engineer - WFH - #35353
About The Position
The L3 IT Support Engineer serves as the final internal technical escalation point for complex, high-impact infrastructure and end-user incidents. The role requires advanced troubleshooting, systems architecture knowledge, and proactive problem management in a managed IT services environment supporting small and medium-sized businesses. The engineer administers and optimizes enterprise IT environments across cloud, hybrid, and physical or virtual infrastructure. The role also supports client onboarding, infrastructure deployments and cloud migrations, technical documentation, and service quality. The engineer provides guidance to Level 1 and Level 2 technicians, participates in on-call rotations for urgent escalations and critical maintenance, and enforces security and compliance practices.
Requirements
- 5 to 8 years of hands-on experience in enterprise IT support, systems administration, or managed service provider environments.
- Advanced administration of Microsoft 365, including Exchange Online, SharePoint, Teams, Entra ID, and Intune.
- Deep experience with Windows Server 2016, 2019, or 2022; Active Directory; Group Policy; and DNS/DHCP architecture.
- Experience with VMware ESXi or Microsoft Hyper-V and backup/disaster recovery solutions such as Veeam or Datto.
- Networking knowledge including TCP/IP, VPN, DNS, routing and switching, and enterprise firewalls such as Fortinet, SonicWall, or Palo Alto.
- Familiarity with ITSM and PSA ticketing platforms such as ServiceNow or ConnectWise PSA.
- Exceptional methodical problem-solving skills in high-pressure situations.
- Ability to explain complex technical concepts clearly and provide actionable advice to non-technical stakeholders and executive leadership.
- Self-motivation and a continuous improvement mindset regarding emerging technology and security trends.
- At least one or two relevant certifications, such as Azure Administrator Associate, Windows Server Hybrid Administrator Associate, CASP+, Security+, CCNA, ITIL Foundation or higher, or an equivalent certification.
Nice To Haves
- 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.
Responsibilities
- Act as the final internal escalation tier for unresolved issues 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 on recurring incidents and implement permanent fixes and preventive workflows.
- Maintain, secure, and optimize cloud, hybrid, and physical or virtual enterprise IT infrastructure.
- Design, test, and deploy software packages, patches, firmware upgrades, and security configurations using RMM and MDM platforms.
- Manage advanced networking components, including firewalls, VLANs, VPN tunnels, routing policies, and switching fabrics.
- Collaborate with project management and architecture teams to onboard clients, deploy server stacks, migrate workloads to the cloud, and integrate business systems.
- Create and maintain technical documentation, standard operating procedures, knowledge base articles, and network topology maps.
- Provide technical guidance, mentorship, and peer review to Level 1 and Level 2 technicians.
- Participate in on-call rotations for high-priority emergency escalations and critical maintenance windows.
- Enforce security protocols, compliance standards, and industry best practices across service delivery workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
