Provide advanced (Level 3) technical support across a wide range of IT systems and environments.
Manage and resolve escalated support tickets while also handling routine service requests.
Actively monitor and reduce ticket backlog, ensuring timely resolution in line with SLAs.
Troubleshoot complex issues across Microsoft-based environments, including servers, cloud services, and endpoints.
Collaborate with Level 2 and Level 3 engineers to provide guidance and escalation support.
Perform root cause analysis and implement long-term solutions to prevent recurring issues.
Maintain accurate documentation of incidents, resolutions, and system configurations.
Participate in continuous improvement of support processes and service delivery.

Strong Level 3 IT support capability with proven experience resolving complex technical issues.
Demonstrated experience working in an MSP or similarly structured, ticket-driven environment.
Strong expertise in Microsoft technologies (e.g., Windows Server, Microsoft 365, Azure, Active Directory).
Experience with remote monitoring and management (RMM) tools and PSA systems such as Autotask (Kaseya).
Comfortable managing both high-priority escalations and routine support tickets.
Experience supporting distributed / multi site clients.
Familiarity with cybersecurity support in managed services.
Ability to work independently with minimal supervision, while also contributing effectively within a team.
Strong communication skills, with the ability to explain technical concepts to non-technical users.
Relevant certifications (e.g., Microsoft, Azure, ITIL).
Exposure to virtualization, backup solutions, and cybersecurity best practices.
Self-motivated and capable of prioritizing workload in a dynamic environment.
Practical and results-driven.
Detail-oriented with a strong sense of ownership and accountability.
Collaborative mindset with a willingness to mentor junior engineers.

Flexibility : Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
Inspiring Workspaces : Our offices are strategically located and designed to fuel your best work.
Free Unlimited Barista Coffee and Booze : Enjoy refreshments from our cafe and beverage bar.
Dynamic Open Spaces : Conducive for productivity and creativity.
State-of-the-Art Security : Ensuring your safety and peace of mind.
Game Rooms : Take a break and unwind with our recreational facilities.
Competitive Compensation : Your talents deserve to be rewarded! We help you negotiate with our clients.
Professional Growth : Access to ongoing training and development opportunities to help you reach your full potential.
A Supportive Community : Join a diverse and inclusive team that's dedicated to your success.
Global Impact : Be part of something bigger and make a difference on a global scale.

Level 3 IT Support Engineer

Key skills