The L3 Support Engineer role is a fast-paced technical support resource specializing in promptly addressing technical issues presented by end-users.


    • Address alerts from the company’s monitoring platforms.
    • Resolve security vulnerabilities identified by the company’s security team.
    • Apply missing patches and updates provided by the company’s centralized service team.
    • Assist with remote deployment tasks before physical deployment, including application installation and system configuration.
    • Troubleshoot hardware and software issues reported by end-users.
    • Perform system and appliance updates, such as Server OS upgrades, network device firmware updates, and other hardware updates.
    • Troubleshoot and upgrade Hyper-V and VMware hypervisors.
    • Support after-hours configuration changes requested by the company’s engineers.
    • Engage with clients, vendors, or company contacts during emergency outages as defined by unique escalation plans for each client.
    • Document problem resolution and the entire process within the company’s ticketing platform.
    • Create technical documentation for client processes, systems, and software tools, including monitoring servers and desktops. Collaborate with vendors of company tools to promptly address issues.


    • Experience with Microsoft Server 2008+.
    • Proficiency in Microsoft Active Directory and supporting services (DNS, DHCP, File & Print Sharing).
    • Knowledge of network technologies like VPN, DNS, DHCP, firewalls, and routing rules.
    • Troubleshooting and light configuration experience with Microsoft Server operations.
    • Proficiency with Hyper-V and VMware hypervisors.
    • Familiarity with security vulnerability review and remediation.
    • Experience with Microsoft Windows 7, 8, 10, and 11 desktops.
    • Proficiency in Microsoft Office 2010+.


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