As a Level 3 Support Engineer you will be responsible for delivering high-quality, hands-on technical support and project-based services to our clients. As part of our IT service delivery team, you will provide a range of services from troubleshooting, implementing, and maintaining IT solutions. This role requires strong problem-solving skills, excellent communication, and a deep understanding of managed IT environments.
As a Level 3 Support Engineer you will be responsible for delivering high-quality, hands-on technical support and project-based services to our clients. As part of our IT service delivery team, you will provide a range of services from troubleshooting, implementing, and maintaining IT solutions. This role requires strong problem-solving skills, excellent communication, and a deep understanding of managed IT environments.
Responsibilities:
Maintain a strong understanding of IT systems and technologies to assist the team in troubleshooting and resolving complex and high-priority technical issues.Ensure that all escalated incidents are solved and are thoroughly documented, including steps taken, resolutions, and lessons learned.Maintain and provide advanced support for Microsoft Windows and Microsoft Cloud (365/Entra ID/Azure/Intune) environments.Maintain and provide advanced support for networks including routers, firewalls, switches, wireless, VPN, LAN/WAN.Maintain and provide advanced support for cyber security technologies including EDR/MDR/XDR, application control, vulnerability management.Ensuring problem management is addressed. Identity and perform root cause analysis, providing solutions to repeat issues.Change management processes and adherence. Evaluation of proposed system changes for impact, risk, and resource requirements. Maintain comprehensive documentation of all system changes.Identify repetitive and inefficient tasks. Design, build, implement and maintain scripts alongside automation frameworks to increase operational efficiency.Product champion for key vendors. Escalate to and work alongside vendors to solve complex and environment specific issues.Project implementation support including planning, task management, risk assessment and adherence to established methodologies.Conduct cyber security benchmarking exercises for customers (Essential Eight, NIST, Microsoft Secure Score).Pre-sales support including liaising with vendors for design and producing BOM for:- Microsoft 365 implementations (Intune deployments, SharePoint migrations, Email migrations, etc).
- Cyber security implementations (EDR/MDR/XDR, E8/NIST compliance, etc.).
- Server and Network infrastructure implementations (Physical/Virtual servers, firewalls/routers/switches, Wi-Fi, etc.).
Contribute to post-project evaluations to analyze outcomes, identify lessons learned, and apply insights for continuous improvement in future project delivery.Document project processes and procedures to ensure knowledge transfer and maintain project continuity.Stay up to date with the latest IT trends and technologies, identifying opportunities for innovation and improvement.Collaborate with internal teams to identify and implement automation to streamline system processes and reduce manual efforts.Maintain comprehensive documentation of system architecture, configurations, and processes.Overall maintenance and upkeep (including security/vulnerability patching) of core systems, FOIT toolsets and infrastructure.
To be successful in this role, you will have;
Bachelor’s Degree in Information Technology, Computer Science, or equivalent Strong knowledge of industry-standard technologies, including networking, cloud computing, cybersecurity, and data management.Strong understanding of Managed Services and ICT infrastructure.Advanced technical knowledge of Microsoft Windows 10/11 and Microsoft 365 (Intune, Exchange Online, SharePoint, OneDrive, Teams, Office, Entra ID).Advanced troubleshooting of client networks including routers, firewalls, switches, wireless, VPN, LAN / WAN, etc. Advanced knowledge of designing and deploying virtualization environments (Hyper-V, VMware, Windows Server).Advanced PowerShell and/or Python scripting capabilities.Advanced technical knowledge of security features of Microsoft 365.Highly proficient in Microsoft 365 Suite and other relevant software applications.
Certifications:
Cisco CCNA / CCNP or equivalent.Microsoft 365 Certified: Administrator Expert.Microsoft Azure Administrator Associate / Microsoft Azure Solutions Architect Expert.
Actively seeks out market information and takes an active interest in business issues.Actively looks for opportunities that will benefit us and the client.Ability to communicate technical issues clearly to non-technical users and build positive client relationships.Acts quickly and decisively to secure a positive business outcome.Understands commercial implications of service, experience, budget and costs and manages proactively. Excellent communication, collaboration, and interpersonal skills.Strong analytical and problem-solving skills.Ability to work independently and collaboratively in a fast-paced, dynamic environment.Autonomous & resourceful.
