As a 3rd Line Support Engineer, you will serve as the highest internal escalation point for complex technical issues. This is a hands‑on role requiring a deep understanding of infrastructure, cloud environments, and enterprise‑level networking. You aren’t just fixing bugs; you are identifying root causes, designing long‑term fixes, and mentoring junior engineers to elevate the entire technical department.
Key Responsibilities
* Advanced Troubleshooting: Act as the final point of resolution for complex technical incidents involving server infrastructure, virtualization, and networking.
* Infrastructure Management: Maintain and optimize high‑availability environments, including Windows/Linux servers, SAN storage, and cloud instances (Azure/AWS).
* Project Delivery: Lead technical implementations, migrations, and upgrades, ensuring minimal disruption to business operations.
* Problem Management: Conduct Root Cause Analysis (RCA) to identify recurring issues and implement permanent systemic solutions.
* Security & Compliance: Manage enterprise security protocols, including firewall configurations, endpoint protection, and patch management.
* Mentorship: Provide technical guidance and training to 1st and 2nd line engineers to improve first‑fix ratios.
Technical Requirements
* Virtualization: Expert knowledge of VMware vSphere or Microsoft Hyper‑V.
* Cloud Services: Administration of Office 365, Azure AD, and AWS ecosystem.
* Networking: Deep understanding of TCP/IP, DNS, DHCP, VLANs, VPNs, and Firewall management (Cisco/Fortinet).
* Operating Systems: Advanced Windows Server (2016-2022) and Linux (RHEL/Ubuntu) administration.
* Automation: Proficiency in PowerShell, Python, or Bash for task automation.
* Directory Services: Management of Active Directory, Group Policy (GPO), and Azure AD Connect.
Core Competencies
* Analytical Thinking: The ability to dissect complex problems under pressure and develop logical solutions.
* Stakeholder Management: Communicating technical concepts clearly to non‑technical business leaders and external vendors.
* Adaptability: A commitment to staying current with emerging technologies and industry best practices.
* Documentation: Maintaining meticulous records of infrastructure changes and standard operating procedures (SOPs).
Qualifications & Experience
* 5+ years of experience in a dedicated technical support or systems administration role.
* Certifications: Relevant industry certifications such as MCSE/AZ‑104, VCP (VMware), or CCNA.
* ITIL Framework: Strong understanding of ITIL processes (Incident, Change, and Problem Management).
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