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 optimization.
- 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 specialized 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.
Qualifications:
- 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 specialized 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.
Skills:
- 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.
