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AI Summary
The L3 Support Engineer is responsible for remediating technical alerts, security vulnerabilities, and patching issues across server and network environments. They perform remote troubleshooting, system upgrades, and create technical documentation for client processes and software tools.
SUMMARY
The L3 Support Engineer role is a fast-paced technical support resource specializing in the immediate response to technical issues presented by end-users.
JOB RESPONSIBILITIES
QUALIFICATIONS
JOB REQUIREMENTS
The L3 Support Engineer role is a fast-paced technical support resource specializing in the immediate response to technical issues presented by end-users.
JOB RESPONSIBILITIES
- Remediate alerts presented from the company’s monitoring platforms
- Remediate security vulnerabilities provided by the company security team
- Remediate missing patching and updates presented by the company’s centralized service team
- Assist with remote deployment tasks such as installation of applications, system configuration, etc., before physical deployment
- Perform remote troubleshooting of hardware & software issues submitted by end-users
- Perform system and appliance updates such as Server OS upgrades, network device firmware updates, and other hardware updates
- Hyper-V and VMware hypervisor troubleshooting and upgrades
- Assist with after-hours configuration changes submitted by the company engineers
- Engage with the client, vendor, or company contacts in events of emergency outages as defined by escalation plans unique to 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, monitoring servers and desktops. Communicate with vendors of company tools to remediate issues immediately
- Recommend improvements to support the process
QUALIFICATIONS
- Effectively communicate company value proposition and suite of offerings
- Arrive on time or early to the office, client meetings, and training sessions
- Refrain from using unacceptable language and dialogue
- Maintain a professional demeanor under stress
- Adhere to client standard operating procedures
- Strong listening skills
- Strong documentation
- Effectively communicate technical information to non-technical audiences
- Operate effectively in a team environment
- Manage time effectively and operate with minimal supervision
- Microsoft Server 2008+ experience
- Microsoft Active Directory & Supporting Services (DNS, DHCP, File & Print Sharing)
- Network Technologies (understanding VPN, DNS, DHCP, Firewall, and routing rules)
- Microsoft Server operation troubleshooting, and light configuration experience are required
- Hyper-V & VMware hypervisor experience
- Security vulnerability review and remediation
- Microsoft Windows 7, 8, 10, and 11 desktop experience
- Microsoft Office 2010+ experience
JOB REQUIREMENTS
- 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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