Level 3 IT Support Engineer

Position Summary
The Level 3 IT Support Engineer is a senior technical role responsible for handling escalated and complex IT issues, providing advanced troubleshooting, infrastructure support, and strategic technical guidance. This position plays a key role in maintaining system stability, security, and performance across client environments.

The Level 3 Engineer works closely with Level 1 and Level 2 technicians, acts as a technical escalation point, contributes to process improvement, and supports high-level projects including cloud migrations, security hardening, and infrastructure optimization.

This role includes scheduled weekday support and rotational emergency after-hours/weekend availability.

Schedule & Availability
Primary Hours:
Monday through Friday, 8:00 AM – 6:00 PM EST (8-hour shift)

After-Hours On-Call (Rotational):

Weekdays: 6:00 PM – 11:00 PM EST
Weekends: Friday 6:00 PM – Monday 8:00 AM EST
Note: After-hours support is for emergencies only and activated based on client engagement. Not all clients have after-hours coverage.

Primary Job Tasks
Serve as the final escalation point for complex technical issues from Level 1 and Level 2 engineers.
Diagnose and resolve advanced server, network, cloud, and security-related issues.
Design, implement, and maintain IT infrastructure solutions.
Manage and troubleshoot Microsoft 365, Azure AD, SharePoint, Exchange Online, and related cloud services.
Configure and maintain firewalls, VPNs, switches, and network security appliances.
Perform root cause analysis and implement long-term solutions to prevent recurring issues.
Lead infrastructure upgrades, system migrations, and cloud transition projects.
Monitor system performance, security alerts, and RMM tools to proactively prevent outages.
Develop and maintain technical documentation and SOPs.
Provide mentorship and technical guidance to junior engineers.
Participate in on-call emergency support rotations as required.

Main Responsibilities, Required Skills, and Knowledge
Technical Expertise
Advanced knowledge of Windows Server (2016/2019/2022) and Active Directory.
Strong experience with Microsoft 365 administration (Exchange Online, SharePoint, Teams, Intune, Entra ID/Azure AD).
Experience with virtualization platforms (Hyper-V, VMware).
Strong networking knowledge (DNS, DHCP, VLANs, VPNs, firewalls, routing, switching).
Experience with cybersecurity tools (EDR, MDR, SIEM, backup & disaster recovery solutions).
Familiarity with RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne).
Experience with backup systems and business continuity planning.
Ability to perform advanced troubleshooting across multi-site environments.
Soft Skills
Excellent English communication skills (written and spoken).
Strong documentation and process adherence.
Leadership mindset with mentoring capability.
High level of professionalism and client-facing confidence.
Ability to manage multiple high-priority issues under pressure.
Strong analytical and problem-solving skills.

Required Education and Experience
5+ years of experience in IT support, infrastructure, or MSP environments.
Proven experience in Level 2/Level 3 escalation roles.
Experience working with international/remote MSPs strongly preferred.
Relevant certifications preferred (e.g., Microsoft, Azure, CompTIA Security+, Network+, etc.).
Reliable high-speed internet connection and quiet working environment.

Job Type:
Full-time

Benefits
Flexible schedule
Work from home

Level 3 IT Support Engineer