L3 Helpdesk Engineer

Purpose of Position:

To be the senior line of support to all Helpdesk technical engineering team. To provide the highest level of technical expertise and support within the helpdesk or support structure. Handling the most complex and critical issues that require in-depth knowledge of systems, infrastructure, and advanced troubleshooting skills. They are responsible for resolving escalated incidents, performing advanced system administration tasks, and providing expert guidance to lower-level support tiers.

Main Duties and Responsibilities

• Respond and resolve the highest level of issues escalated from all Helpdesk Teams promptly, providing technical support and assistance via phone, email, or remote access tools or if required more complex emergency on-sites.
• Maintain accurate and detailed records of helpdesk tickets, including problem descriptions, solutions, and follow-up actions.
• Conduct in-depth problem analysis and root cause investigations to identify underlying issues and implement long-term solutions. 
• Collaborate with cross-functional teams, such as Project Engineers or Pre-Sales to diagnose and resolve complex infrastructure-related issues. 
• Develop and maintain knowledge base and technical support documentation to reflect current technical information on process or product to improve our technical standards, suggesting ideas for efficiency and customer satisfaction enhancements.
• Provide timely resolution of technical problems, ensuring high levels of customer satisfaction and adherence to service level agreements (SLAs).
• Work with third party vendors and software providers to diagnose and resolve LOB issues for our clients' systems.
• Proactively learn and remain current and accredited in key platforms of the business.
• Continuously monitor and analyze helpdesk ticket trends to identify opportunities for process improvements and proactive issue resolution. 
• Various system administration responsibilities, such as managing servers, network configurations, databases, or cloud infrastructure. Perform advanced system administration tasks to ensure the stability, performance, and security of our clients IT infrastructure.
• Serve as subject matter expert and provide expert advice and guidance to all internal departments and levels. Offer recommendations for system improvements, and provide training or knowledge transfer where needed to enhance the technical skills of helpdesk teams.
• Advanced troubleshooting and resolution of the following:

– Networking, Firewall, Printing, WiFi and cloud issues

– Windows Server, Active Directory

– Microsoft 365, SharePoint, Azure, MS Teams

– Backup and Disaster Recovery technologies

– Windows & Apple operating systems

– VoIP technologies

– Cyber Security applications

– Datacentre related issues

Technical Skills & Experience

• Minimum 5 years previous MSP related experience (essential) 
• IT Qualification (Computer Science, Bachelor of IT, Computing or Engineering) or
• Industry certifications from Microsoft, Fortinet (NSE 4 minimum), Cisco, CompTIA A+ , VMware (essential)
• A current driver's license (essential)
• Understanding of IT and Security Frameworks such as ITIL, ISO 27001, Essential 8.
• Minimum of 5 years practical experience and advanced troubleshooting/supporting of: (essential)

– Windows Server infrastructure

– Operating Systems: Windows, macOS, Linux

– Networking: TCP/IP, DNS, DHCP, routing, switching, and basic network troubleshooting. Understanding concepts like VLANs, subnets, firewalls, and VPNs is valuable for resolving network-related issues. LAN Networks (Switching, Routing, VLANs)  SDWAN and MPLS

– Active Directory and User Management

– Virtualization: VMware or Hyper-V

– Security Fundamentals: EDR, antivirus software, malware detection and removal, firewall configurations, data encryption, and basic security protocols to address security-related incidents.

– Scripting and Automation: Proficiency in scripting languages such as PowerShell

– Office 365 platform (SharePoint, Teams, Admin Portal and Directory Sync)

– Cloud based solutions (Azure, AWS)

– Datacenter environments including hosting and migrating.