Level 3 Engineer

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

• 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.