Level 3 IT Support Engineer

SUMMARY

We are seeking a Senior IT Support Engineer (Level 3-4) who combines deep technical expertise with empathetic, clear, and professional communication. This role is ideal for someone who takes ownership of issues end-to-end, documents thoroughly, and consistently keeps end users and business outcomes front and center.

The ideal candidate is organized, detail-oriented, security-conscious, and an excellent problem solver who performs well under pressure in fast-paced environments. Strong interpersonal and communication skills are critical, as this is a highly client-facing role requiring trust, professionalism, and confidence.

• Uphold the highest standards of honesty, integrity, confidentiality, and professionalism in all interactions.
• Deliver exceptional customer service in both routine and urgent support scenarios.
• Provide hands-on support for client hardware, software, and infrastructure-related issues.
• Take ownership of incidents from triage through resolution, ensuring clear communication and follow-through.
• Configure, install, and troubleshoot frontend and backend IT systems, cloud services, and business applications.
• Proactively monitor the health of systems related to data, networking, and security; investigate and remediate anomalies.
• Accurately document all work performed and maintain complete ticket histories in the ticketing system.
• Perform vulnerability assessments and basic penetration scans; execute remediation aligned with best practices and client risk profiles.
• Participate in after-hours or emergency support as needed.
• Continuously expand technical and professional knowledge through training and industry learning; contribute to internal documentation and process improvements.
• Share learnings with team members to improve overall service quality and operational maturity.

• 5+ years of experience in IT Support, Systems Engineering, or a similar senior technical role.
• Strong verbal and written English communication skills with the ability to explain technical concepts to non-technical users.
• Demonstrated experience supporting:
• Microsoft Windows operating systems (workstations and servers)
• Microsoft 365 and cloud services (Azure, M365, Google Workspace)
• Network infrastructure (DNS, DHCP, firewalls, VPNs, remote access)
• Email platforms including Microsoft Exchange
• Databases such as Microsoft SQL (administration or troubleshooting level)
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently while collaborating effectively within a team.
• Strong organizational skills with attention to detail and documentation quality.

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.