The Level 3 Support Engineer serves as the highest escalation point for complex technical issues escalated by end-users and internal teams. This fast-paced role requires advanced troubleshooting expertise, strong communication skills, and a proactive approach to maintaining the stability, security, and efficiency of client IT environments. 

JOB RESPONSIBILITIES 

Incident Management 

• Diagnose and remediate alerts from monitoring platforms. 
• Troubleshoot and resolve complex hardware, software, and network issues. 
• Respond to and resolve emergency outages according to established escalation procedures. 

System & Security Maintenance 

• Implement security patches and updates in alignment with internal security standards. 
• Perform system updates including Server OS patches and firmware upgrades. 
• Review, assess, and remediate identified security vulnerabilities. 

Deployment & Configuration 

• Support remote deployment activities including application installations and system configurations. 
• Assist with after-hours infrastructure changes to minimize operational disruption. 

Virtualization & Networking 

• Troubleshoot and maintain VMware environments. 
• Configure and manage VPNs, DNS, DHCP, firewalls, and routing rules. 

Documentation & Communication 

• Accurately document troubleshooting steps, resolutions, and processes in the ticketing system. 
• Develop and maintain technical documentation for systems and client environments. 
• Communicate complex technical concepts clearly to non-technical stakeholders. 

Continuous Improvement 

• Identify and recommend process improvements to enhance support efficiency and service quality. 

QUALIFICATIONS 

 Technical Expertise 

• Strong knowledge of Microsoft Server, Active Directory, and related services. 
• Experience supporting VMware hypervisors. 
• Proficiency with Microsoft 365 and Entra. 
• Familiarity with security vulnerability assessments and remediation practices.  
• Experience with Autotask ticketing system

JOB REQUIREMENTS 

• Should be willing to accept a long-term work-from-home arrangement. 
• Should be amenable to a permanent night shift schedule.