Level 3 IT Support Engineer ICT00001

Job Overview

The L3 IT Support Engineer is an advanced technical role within a Managed Service Provider environment. This position is responsible for providing expert support, troubleshooting complex technical issues, and acting as an escalation point for Level 1 and Level 2 technicians. The L3 IT Support Engineer works closely with clients and internal teams to deliver high-quality solutions, maintain system integrity, and drive continuous improvement across IT infrastructure and service delivery.

Duties And Responsibilities

• Provide advanced troubleshooting and resolution for escalated incidents, service requests, and system outages.
• Manage and support server, network, and cloud environments, including configuration, maintenance, and optimisation.
• Perform root cause analysis on recurring or high-impact issues, implementing permanent fixes and documenting resolutions.
• Lead complex projects such as server migrations, network redesigns, and cloud deployments.
• Collaborate with vendors and third-party providers for specialised support and warranty claims.
• Monitor system performance and security, conducting regular audits and applying patches, updates, and enhancements as needed.
• Develop and maintain technical documentation, standard operating procedures, and knowledge base articles for internal use.
• Mentor and provide guidance to Level 1 and Level 2 technicians, assisting with skill development and technical escalation.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Record time spent on each job accurately, ensuring detailed and timely entry of all work performed.
• Prepare clear, customer-facing summaries of completed work, outlining actions taken and outcomes for client transparency.
  
  

• Minimum 5 years experience in IT technical support, with at least 2 years in a Level 3 or Senior role within an MSP or similar environment.
• Perform root cause analysis on recurring or high-impact issues, implementing permanent fixes and documenting resolutions.
• Solid networking experience, including configuring and troubleshooting switches, routers, firewalls, VLANs, and fundamental network services (DNS, DHCP, TCP/IP).
• Collaborate with vendors and third-party providers for specialised support and warranty claims.
• Monitor system performance and security, conducting regular audits and applying patches, updates, and enhancements as needed.
• Develop and maintain technical documentation, standard operating procedures, and knowledge base articles for internal use.
• Mentor and provide guidance to Level 1 and Level 2 technicians, assisting with skill development and technical escalation.
• Ensure compliance with company policies, industry standards, and regulatory requirements.
• Support customers through the use of ticketing platforms such as Autotask and ServiceNow, ensuring timely and effective issue resolution.
  
  

• Knowledge of the Datto/Autotask/Kaseya suite of products including but not limited to Autotask, IT Glue, Rocket Cyber, Datto RMM.
• Microsoft 365 or Azure Administration Certification (MD-102, MS-102, MS-700. AZ-104, SC-100 or AI-900).
• Exposure to cloud-based PBX platform, especially 3CX and RingCentral.
  
  

• Proactive, solutions-driven attitude with a keen eye for detail.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Commitment to ongoing professional development and staying current with emerging technologies.
• Team-oriented approach and willingness to assist colleagues and clients.