Information Technology Support Engineer L3

Role Overview

• Act as escalation point for Level 1 and Level 2 engineers
• Handle complex technical issues across cloud, on-premise, and network environments
• Work within a 24x7 Helpdesk/NOC support model

Key Responsibilities

• Troubleshoot complex infrastructure and cloud-related issues
• Administer hybrid (On-Prem & Cloud) environments
• Manage server, virtualization, and network infrastructure
• Handle backup, patching, and monitoring tools
• Support approximately 3000 endpoints
• Ensure 15-minute response SLA compliance

Cloud & Hybrid Environment Support

• Microsoft Azure administration
• Azure Virtual Desktop (AVD)
• AWS (Nice to have)
• Conditional Access policies
• Certificate management
• Exchange Online administration & migration
• GPO policy creation and updates

On-Prem Infrastructure

• Windows Server administration
• Active Directory management
• Exchange Server
• SQL Server support

Virtualization Platforms

• Hyper-V cluster management
• VMware administration
• Nutanix administration

Networking & Security

• Meraki, Ruckus, Ubiquiti, Aruba
• Fortinet, SonicWall
• VLAN creation & troubleshooting
• Wireless Access Point troubleshooting

Backup & Monitoring Tools

• Veeam, Acronis, Datto
• LogicMonitor
• NinjaOne RMM
• ConnectWise Manage
• ScreenConnect
• SentinelOne
• ProofPoint

Patching & MFA

• Automox
• NinjaOne
• DUO
• Microsoft Authenticator

SLA & Coverage

• Response Time: Within 15 minutes
• Coverage: 24x7 Helpdesk / NOC
• Role Type: Offshore L3 Escalation Support

Experience Requirements

• 5+ years in Infrastructure / MSP environment
• Strong L3 troubleshooting experience
• Experience working in 24x7 support model
• Excellent communication skills