Title: Level 3 Support Engineer Escalations

Experience: 3-5 years relevant work experience

Job Duties and Responsibilities

• As a Level 3 Support Engineer with a Microsoft focus, you will play a crucial role in providing advanced technical support and expertise to our clients. You will be responsible for resolving complex technical issues, and optimizing IT infrastructure for maximum performance and reliability.

• Provide escalated technical support for Microsoft-based systems, including Active Directory, Exchange, Defender, Intune and other products in the Office 365 suite.

• Expertise across Windows Operating Systems (Server & Workstation) Active Directory, Azure Active Directory; Office 365 (Exchange Online, SharePoint Online).

• Expertise with various ICT Network infrastructure technologies & methodologies such as: WAN, LAN, Remote Access, Firewall, Wireless Access Points & VPN.

• Conduct root cause analysis and implement corrective actions to prevent recurring problems.

• Document system configurations, procedures, and troubleshooting steps to maintain a comprehensive knowledge base.

• Collaborate with Level 1 and Level 2 Managed Service Provider Support teams to escalate and resolve technical issues in a timely manner.

• Participate in project planning and implementation of IT infrastructure upgrades and migrations.

• Stay updated on emerging Microsoft technologies and best practices to continuously improve service delivery and client satisfaction.

• Implement Conditional Access and MFA in the Azure tenant.

• Familiarity with Identity & Device Management – Entra ID, SSO, MFA, SSPR, Intune MDM/MAM, Autopilot, Windows Hello for Business.

• Familiarity with Microsoft Security Products – Defender suite, Purview.

Requirements

• Bachelor’s degree in Computer Science, Engineering or other related field or equivalent professional technology certifications CSE).

• Strong hands on experience with the technologies referenced in the above sections.

• Excellent verbal and written communication skills with the ability to interact with internal and external customers.

• Strong analytical skills and attention to detail.

• Must be a self-starter with excellent time management skills

• Prior experience in a technical role in Managed Services environment is an added advantage.