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.