Senior Engineer (L3)

The L3 Engineer is responsible for handling the most complex and critical issues that cannot be resolved by L1 or L2 support. This includes system or network outages, advanced troubleshooting requiring deep technical expertise, root cause analysis, customisation of software or hardware solutions, and providing recommendations for system improvements or upgrades. You will be a good addition to the team if you are hardworking, able to collaborate effectively with others, and approachable. Duties and Responsibilities Deliver Level 3 and escalation and troubleshooting support for the service desk team, ensuring high quality issue resolution (work hand in hand with other team members). Maintain a strong focus on customer satisfaction and service delivery. Communicate effectively with clients and vendors to achieve optimal outcomes. Mentor junior technicians, providing guidance on improving support processes. Propose enhancements to systems and workflows to drive efficiency. Use Datto RMM and Autotask to log and track service and project activities Use IT Glue to centralise, organise and automate all IT documentation. Contribute to projects as required: o e.g. Data and server migrations o Decommissioning of servers o Cybersecurity projects o Firewalls o and others. We work with the full Kaseya technology stack A good understanding of phone systems would be advantageous, in particular 3CX Required Experience/Skills Experience/Background: Minimum of 5+ years of experience supporting organizations in a similar role. Familiarity with IT service management tools for ticket logging and escalation. Valid Microsoft accreditation to administer Azure, advantageous. Understanding of phone systems, 3CX phone systems prior knowledge highly regarded. Good knowledge of Windows Server environments. Tools | Essential: Networking experience, Firewalls MS365 Stack (e.g. SharePoint, Azure, connectivity, Windows server environments) Tools Good to know: 3CX Phone Systems Firewalls knowledge: e.g. FortiGate and WatchGuard Soft Skills: Excellent English verbal and written communication skills. Excellent customer service skills with a user-focused approach. Ability to multitask and manage time effectively in a fast-paced environment. Strong problem-solving and troubleshooting abilities. Ability to work collaboratively with resolver teams and escalate issues appropriately Key Performance Indicators (KPIs): 20h billable/ week Other measurable goals as assigned by reporting line manage Originally posted on Himalayas